Justworks

Justworks

Manager, Customer Experience Specialist

New York, New York

Sponsorship not specified$109k-$136kDetected 15 hours ago
A/B TestingProduct ManagementJiraConfluenceStakeholder ManagementCRMCustomer SuccessCustomer SupportZendeskLeadershipCommunicationCollaborationMentoringAdaptability

About the role

  • 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're data-driven and never stop iterating.

Responsibilities

  • Lead, coach, and develop a high-performing team of Customer Experience Specialists and Senior Customer Experience Specialists.
  • Challenge and develop subject matter experts to become strategic product partners rather than reactive support resources.
  • Build clear career paths, product ownership models, and development opportunities across the team.
  • Establish and continuously improve standards for Slack support, escalation management, response quality, workload balancing, and cross-functional collaboration.
  • Ensure the team delivers consistent, high-quality support across customer-facing channels while identifying opportunities to reduce repetitive work.
  • Develop scalable operating models that enable the team to support a growing business while improving efficiency.
  • Own the strategy for bug intake, prioritization, escalation, communication, and resolution alongside our Incident Management function.
  • Drive operational readiness for new product launches, feature releases, and major platform changes.
  • Build scalable documentation standards that improve knowledge quality and reduce dependency on real-time Slack support.
  • Partner with Enablement and Product teams to ensure information remains accurate, accessible, and actionable.

Requirements

  • You are an operational leader, builder, and innovator who thrives on solving complex problems.
  • 4+ years of experience in Customer Experience, Customer Success, Product Operations, Customer Operations, or a related operational leadership role
  • 2-3 years of experience managing high-performing teams, preferably consisting of experienced professionals or subject matter experts
  • Strong understanding of customer support operations, product lifecycle, and cross-functional collaboration with Product and Engineering teams
  • Proficiency with Google Workspace, CRM platforms, customer support technologies, and workflow automation tools
  • Experience with AI-enabled platforms, Zendesk, Talkdesk, Gong, Jira, Confluence, Wrangle, or similar customer operations technologies is a plus
  • Demonstrated experience leading operational transformation initiatives and driving organizational change
  • Experience leveraging AI, automation, or emerging technologies to improve team effectiveness and operational efficiency
  • Proven ability to design, implement, or optimize operational workflows, tooling, or scalable customer-facing solutions
  • Experience using data to identify opportunities, influence decisions, and measure business impact
  • Excellent communication, coaching, and stakeholder management skills with the ability to influence across all levels of the organization

Compensation

  • The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year.

Benefits

  • Foster a culture of accountability, curiosity, innovation, and continuous learning.
  • Own the operational health of the Customer Experience Specialist function supporting the Customer Success Organization.
  • Partner with Customer Education and Knowledge management to help set the strategy for internal knowledge management, documentation, Help Center content, playbooks, and operational guidance.

Company info

  • 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.
  • Our Values
  • 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 solve HR issues.
  • 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.
  • If this sounds like you, you'll fit right in.
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This listing is sourced directly from Justworks's careers page and normalized into a canonical job model.