Senior Manager, Customer Support

What You Will Work On

• Lead and develop a team of Support Managers overseeing Customer Support Advocates who support both admin and worksite employee experiences
• Drive performance across a 24/7 support organization, ensuring strong coverage, service quality, and consistency across in-office, remote, overnight, and weekend teams
• Scale team structures, processes, and staffing models to support business growth while maintaining SLAs and a high-quality customer experience
• Act as a builder within Support, leveraging AI, automation, and tooling to solve operational gaps and deploy solutions
• Hire, coach, and retain high-performing leaders and build a strong leadership bench across a distributed organization
• Use data and customer insights to improve service delivery, team effectiveness, and the overall customer experience
• Partner cross-functionally with teams across Justworks to surface customer pain points, influence improvements, and support operational readiness for new initiatives
• Lead through high-impact moments with calm, urgency, and sound judgment, including critical moments, incidents, and seasonal support spikes
• Foster an inclusive, accountable, and customer-centered culture where teams feel supported, connected, and empowered to do their best work

How You Will Do Your Work

• Obsess Over Customers: Put customers at the center of everything you do, stay close to their needs, and lead with care and urgency to deliver a high-quality support experience
• Build Winning Teams: Hire exceptional talent, create clarity for your team, and raise the bar through coaching, accountability, and an inclusive, high-performing culture
• Innovate Fearlessly: Create psychological safety, welcome diverse perspectives, and drive continuous improvement by valuing progress over perfection and making thoughtful, timely decisions
• Act Like an Owner: Think long-term, build strong cross-functional relationships, and take accountability for outcomes, quality, and the success of your team
• Embody a Growth Mindset: Lead with self-awareness, embrace new challenges, and model resilience and continuous growth for your team and the broader organization

Qualifications

• 5+ years of professional experience leading a support team within a fast-paced environment, startup, or SaaS organization
• Experience directly hiring and managing a distributed, multi-shift, and/or 24/7 team with a proven track record of success in scaling support teams and maintaining SLAs
• Experience managing managers, with demonstrated success developing leaders in a customer support or customer experience organization
• Strong operational and analytical skills, with experience using metrics and customer insights to improve team performance and service delivery
• Comfort working with and building using AI, automation, or workflow tooling (e.g., GPT-based tools, no-code/low-code platforms, data tools), with a mindset of using technology to solve operational problems
• Proven ability to build cross-functional partnerships and influence outcomes across teams
• Excellent communication, coaching, and decision-making skills
• A customer-first mindset and a passion for building teams that deliver exceptional service
• Extensive hands-on experience with common CX tools (Zendesk, Salesforce Service Cloud, Talkdesk, or equivalent systems)
• Aligned with Justworks’ mission and our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
• Experience in payroll, benefits, PEO, or HRIS a plus