Manager, Customer Experience Specialist

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.

Who You Are

As the Manager of Customer Experience Specialists, you lead the operational engine behind the Customer Success Organization (CSO). Your team serves as the frontline technical and product operations experts, providing real-time support to customer-facing teams, managing product escalations, driving bug resolution, maintaining knowledge systems, and partnering cross-functionally to improve the customer experience.

You are an operational leader, builder, and innovator who thrives on solving complex problems. You bring deep expertise in customer operations, product support, AI, and process optimization. You know how to build scalable solutions, challenge conventional ways of working, and leverage technology to improve both teammate and customer experiences.

This role goes beyond traditional people leadership. You will define the strategy, operating model, and future direction of the Customer Experience Specialist function, transforming the team from a reactive support organization into a proactive center of excellence focused on product expertise, operational excellence, and continuous innovation.

Your Success Profile

What You Will Work On

Lead the Customer Experience Specialist Function

• Lead, coach, and develop a high-performing team of Customer Experience Specialists and Senior Customer Experience Specialists.

• Foster a culture of accountability, curiosity, innovation, and continuous learning.

• 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.

Own Operational Excellence

• Own the operational health of the Customer Experience Specialist function supporting the Customer Success Organization.

• 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.

Lead Product & Technical Operations

• Oversee the operational partnership between Customer Success, Product, Engineering, and Technical Operations.

• Own the strategy for bug intake, prioritization, escalation, communication, and resolution alongside our Incident Management function.

• Ensure incidents are managed effectively through clear communication, operational leadership, and stakeholder alignment.

• Drive operational readiness for new product launches, feature releases, and major platform changes.

• Translate customer feedback and operational insights into recommendations that improve products and customer experiences.

Drive Knowledge Management & Self-Service

• Partner with Customer Education and Knowledge management to help set the strategy for internal knowledge management, documentation, Help Center content, playbooks, and operational guidance.

• 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.

• Measure documentation effectiveness and continuously improve self-service experiences for internal teams.

Champion AI, Innovation & Automation

• Lead the adoption of AI to improve productivity, operational decision-making, and customer outcomes.

• Identify opportunities to automate repetitive workflows, streamline operations, and eliminate manual effort.

• Evaluate emerging technologies and pilot innovative solutions that improve team efficiency and business impact.

• Build scalable tooling and operational solutions that enable Customer Success teams to work smarter and faster.

• Foster a culture of experimentation where new ideas are encouraged, tested, and measured.

Transform the Operating Model

• Lead the evolution of the Customer Experience Specialist organization from reactive support to proactive product ownership.

• Reduce repetitive operational questions by improving documentation, self-service resources, automation, AI capabilities, and knowledge sharing.

• Define product domain ownership models that increase accountability and expertise across the team.

• Develop metrics that demonstrate operational maturity, efficiency, customer impact, and business value.

• Continuously evaluate processes and challenge existing ways of working to create better experiences for teammates and customers.

Build Strategic Partnerships

• Partner closely with Product, Engineering, Customer Success, Enablement, Operations, and Analytics to improve customer outcomes.

• Influence product roadmaps through operational insights and customer feedback.

• Represent Customer Experience in cross-functional initiatives, ensuring operational readiness and successful execution.

• Communicate strategy, progress, risks, and outcomes to senior leadership.

How You Will Do

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