Senior Manager, Customer Support

Justworks•New York, NY

2d•Hybrid

About The Position

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. Do you love building teams that show up for customers when it matters most? At Justworks, Customer Support is not an afterthought, it is a core part of our product experience and a key differentiator for our business. Our team supports customers 24/7, helping both administrators and their employees navigate important moments with clarity, care, and urgency. As Senior Manager, Customer Support, you will lead a team of Support Managers responsible for our Advocate teams, generalist teams serving both admin and worksite employee needs. You will oversee a distributed organization across two offices and fully remote teams across the US, including overnight and weekend employees. This is a highly visible leadership role for someone who knows how to build strong managers, scale support thoughtfully, and deliver a consistently excellent customer experience in a fast-moving environment. You are a people-first leader and strong operator. You know how to bring structure to complexity, develop high-performing teams, and balance service quality, team health, and business goals. You care deeply about customers, communicate with clarity, and know how to lead through growth and change. You are an experienced support leader who thrives in dynamic environments and knows how to lead at scale. You bring strong judgment, operational rigor, and a coaching mindset. You are energized by building inclusive, high-performing teams and motivated by the opportunity to shape a support experience that customers trust around the clock.

Requirements

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

Nice To Haves

Experience in payroll, benefits, PEO, or HRIS a plus

Responsibilities

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
Perform other related duties as assigned