Customer Support Solutions Lead

About this role

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.

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

If this sounds like you, you’ll fit right in.

The Opportunity

Customer expectations are evolving rapidly. Some customers want instant, AI-powered self-service. Others want trusted human expertise. We believe great customer support means meeting customers where they are—delivering the right experience through the right channel at the right moment.

We're looking for a hands-on builder who wants to help create that future.

As our Customer Support Solutions Lead, you'll partner closely with the Senior Manager of Customer Support Operations & AI Transformation to turn strategy into execution. You'll design and build the systems, workflows, automations, and AI capabilities that power our Customer Support organization.

This is a highly hands-on individual contributor role. You'll work directly in our systems—configuring Zendesk, implementing and tuning AI servicing platforms, building automations, testing new technologies, and using what you learn to continuously improve how support works. As our support technology evolves, you'll also play an important role in modernizing our platform and helping execute future migrations.

We're looking for someone who can both design a better process and build the solution that makes it real.

What You'll Do

Build AI-Powered Support Experiences

• Implement, configure, and continuously optimize AI-powered customer support solutions.

• Work hands-on with AI servicing 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 continuously improve AI effectiveness.

• Evaluate emerging technologies and rapidly prototype new capabilities to determine where they can improve the customer or agent experience.

• Apply strong judgment about where automation should—and should not—be used, particularly in customer interactions where accuracy, complexity, or risk requires human expertise.

Build and Optimize Our Support Platform

• Serve as a hands-on expert in Zendesk, configuring and optimizing triggers, routing, business rules, queues, forms, integrations, permissions, and workflows.

• Identify opportunities to simplify and improve our existing Zendesk environment while ensuring it can support new AI and automation capabilities.

• Partner on the evolution of our support technology architecture, including evaluation and potential migration to a future support platform.

• Translate future-state designs into implementation plans and execute the configuration, workflow development, testing, and rollout required to bring them to life.

• Ensure our support technology is scalable, reliable, and designed around both customer and agent needs.

Design Better Ways of Working

• Map and redesign support processes to eliminate friction, unnecessary handoffs, and repetitive work.

• Translate business problems into scalable workflows, systems, and automation.

• Look across the customer journey to identify where better process design or technology can improve the experience.

• Move comfortably from diagnosing a problem to designing a solution to building and implementing it.

• Continuously improve solutions after launch based on performance, customer feedback, and frontline experience.

Test, Learn and Iterate

• Approach new solutions as products: define the problem, build a hypothesis, test it, measure the outcome, and iterate.

• Partner with Support leaders and frontline teams to understand where customers and agents experience friction.

• Use key Support metrics—including CSAT, resolution time, wait time, deflection, quality, and agent productivity—to identify opportunities, prioritize improvements, and measure whether new solutions are delivering better customer and business outcomes.

• Establish clear success measures for AI, automation, and process changes and continuously optimize based on results.

Partner Across the Business

• Work closely with Product and Engineering to translate customer support needs into scalable technical solutions.

• Partner with Customer Support leaders to understand business priorities, operational challenges, and opportunities to improve key Support outcomes.

• Collaborate with Revenue Readiness to ensure new systems, workflows, and AI capabilities are effectively introduced and adopted by frontline teams.

• Collaborate with Revenue Operations, Customer Success, Data, and other teams to improve experiences that span the broader customer journey.

• Work directly with technology partners and vendors to evaluate, implement, and optimize new capabilities.

• Bring customer and agent insights back to Product and Technology teams to influence future improvements.

What We're Looking For

• Demonstrated hands-on experience implementing and optimizing AI-powered customer support solutions. You've personally configured, launched, tuned, and measured AI servicing experiences—not simply managed a vendor or overseen an implementation.

• Deep hands-on Zendesk administration experience, including t

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