Who You Are

Justworks Customer Service Organization is always recruiting. We believe great leaders make great teams. We are looking for leaders who may fit in various parts of our organization, including Customer Onboarding, Customer Support, Customer Success, and International Support. 

You are a highly adaptable and curious leader with a deep passion for optimizing operational efficiency and delivering exceptional service. You thrive in environments of change, viewing new challenges as opportunities to apply your leadership skills across different functions. You are a metrics-driven and creative problem-solver whose energy inspires those around you. You possess a strong track record of building and managing high-performing teams, serving as a coach and mentor who ensures teams have the tools and clarity to succeed. You are driven to work cross-functionally, connecting departmental goals to larger company initiatives.

Your Success Profile

What You Will Work On

• Lead and Manage Projects/Teams: Lead and support teams and strategic projects within your assigned area, providing coaching and development to team members or frontline managers.
• Drive Operational Excellence: Develop, refine, and implement systems and processes to enhance team efficiency and effectiveness, focusing effort on high-value, high-impact work within the current department.
• Own Key Metrics: Own and track critical performance metrics (e.g., customer satisfaction, quality, and productivity) for the team or project under your direction, translating data into actionable insights.
• Facilitate Alignment & Change: Collaborate actively with Leadership across CSO, Sales, and Product to ensure departmental strategies are aligned with company initiatives and product launches.
• Develop Best Practices: Identify and share best practices gained from one department to apply to others, helping to bridge departmental gaps and simplify complex challenges.

How You Will Do Your Work

As a Manager, your success is anchored in your ability to apply the following core competencies:

• Consultative: Focuses on building relationships, actively listening, and developing solutions through open-ended questions.
• Adaptability: The ability to quickly adjust your approach and actions in response to frequent departmental or project changes.
• Solution-Oriented: Identifies the root cause of a challenge and provides the most effective, scalable solution.
• Taking Responsibility: Accountable, committed, and accepting ownership for all decisions and outcomes within your area.
• Curious: Demonstrates an innate desire to learn, grow, and understand new products, processes, and team dynamics.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 5+ years of customer service leadership/management experience in a fast-paced environment with any of the following team types: onboarding, support, or success
• Proven ability to utilize change management practices to quickly gain buy-in and implement new strategies across teams.
• Prior experience collaborating with diverse cross-functional teams on complex and impactful initiatives.
• Demonstrated ability to implement and integrate technical programs or workflows for non-technical users.
• Strong interest in gaining broad organizational exposure and driving operational change across different business functions.
• Metrics-driven mentality and proven results, with a passion for service excellence.

#LI-Hybrid #LI-KC2

The base wage range for this position based in our New York City Office is targeted at $122,000.00 to $134,200.00 per year.