Senior Manager, Customer Support

Who We Are

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.

Who You Are

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.

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

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)

Pay

The base wage range for this position based in our Tampa Office is targeted at $122,000.00 to $158,000.00 per year.