Customer Support Solutions Lead

Justworks is a cloud-based software platform that helps businesses grow by providing access to corporate-level benefits, automated payroll, HR tools, and compliance support—all in one place. The company is committed to diversity and inclusion and offers a welcoming, casual environment with wellness programs, company retreats, and opportunities to learn from startup community leaders.

As the Customer Support Solutions Lead, you will partner with the Senior Manager of Customer Support Operations & AI Transformation to design and build the systems, workflows, automations, and AI capabilities that power the Customer Support organization. This is a highly hands-on individual contributor role where you will work directly in systems—configuring Zendesk, implementing and tuning AI servicing platforms, building automations, testing new technologies, and continuously improving support operations.

• Implement, configure, and optimize AI-powered customer support solutions using platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar technologies.
• Build and tune AI experiences including intents, workflows, knowledge sources, escalation paths, guardrails, and human handoffs.
• Design experiments, measure resolution and deflection performance, identify failure modes, and improve AI effectiveness.
• Serve as a hands-on expert in Zendesk, configuring triggers, routing, business rules, queues, forms, integrations, permissions, and workflows.
• Partner on the evolution of support technology architecture, including potential migration to a future support platform.
• Map and redesign support processes to eliminate friction and repetitive work, translating business problems into scalable workflows and automation.
• Use key support metrics (CSAT, resolution time, wait time, deflection, quality, agent productivity) to identify opportunities and measure outcomes.
• Partner with Product, Engineering, Customer Support leaders, Revenue Readiness, Revenue Operations, Customer Success, and Data teams to deliver scalable solutions.

• Hands-on experience implementing and optimizing AI-powered customer support solutions, including configuring, launching, tuning, and measuring AI servicing experiences.
• Deep hands-on Zendesk administration experience, including triggers, routing, business rules, workflows, integrations, permissions, and reporting.
• Experience with one or more AI customer servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar.
• Demonstrated success designing and implementing operational workflows and process improvements.
• Experience building automations and configuring or integrating business systems.
• Strong understanding of customer support operations and judgment on when automation vs. human intervention is appropriate.
• Experience using data to diagnose problems, prioritize opportunities, and measure effectiveness.
• Experience partnering with Product and Engineering teams to deliver new capabilities.
• Comfort working as a hands-on individual contributor, taking problems from discovery through implementation.

• Experience migrating from Zendesk to Salesforce Service Cloud or another enterprise support platform.
• Experience in complex or high-stakes customer service environments.
• Experience integrating AI servicing platforms with CRM, support, knowledge management, and other systems.

The base wage range for this position based in the New York City Office is targeted at $121,000.00 to $151,000.00 per year. Actual compensation is based on multiple factors including skill set, level of relevant experience, and specific work location. Justworks offers a Total Rewards philosophy including perks and benefits, which can be found on the company's careers page.

Apply through the Greenhouse job posting link. For any accommodation requests, contact accommodations@justworks.com. For questions about use of AI tools in recruitment, contact privacy@justworks.com.