Who We Are

At Justworks youll 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.

Were helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. Were data-driven and never stop iterating. If youd like to work in a supportive entrepreneurial environment are interested in building something meaningful and having fun while doing it wed love to hear from you.

Were 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

If this sounds like you youll fit right in.

Who You Are

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.

Your Success Profile

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.

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
• Perform other related duties as assigned

How You Will Do Your Work

As a Senior Manager Customer Support how results are achieved is paramount for your success and ultimately results in our success as an this role your foundational knowledge skills abilities and personal attributes are anchored in the following:

• Obsess Over Customers: You 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: You hire exceptional talent create clarity for your team and raise the bar through coaching accountability and an inclusive high-performing culture
• Innovate Fearlessly: You create psychological safety welcome diverse perspectives and drive continuous improvement by valuing progress over perfection and making thoughtful timely decisions
• Act Like an Owner: You think long-term build strong cross-functional relationships and take accountability for outcomes quality and the success of your team
• Embody a Growth Mindset: You 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

The base wage range for this position based in our Tampa Office is targeted at $130200.00 to $149730.00 per year.

#LI-Hybrid #LI-KC2

Actual compensation is based on multiple factors that are unique to each candidate including and not limited to skill set level of relevant experience and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks Total Reward Philosophy including all of the perks and benefits we are proud to offer our team members please visit Total Rewards @ Justworks.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity culture and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work our people and our product drives creativity and innovation entrepreneurial leadership and integrity competitiveness and collaboration throughout our business and in the market. We depend on our differences to make our team stronger our workplace more dynamic and our product accessible to all of our customers.

Were proud to be an equal opportunity employer open to all qualified applicants regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital or familial status disability pregnancy gender identity or expression veteran status genetic information or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs as well as for other covered reasons consistent with applicable federal state and local laws. If youre in need of a reasonable accommodation please reach out to us at . Your comfort and success matter to us and were here to ensure an inclusive experience.

Our DEIB Report