Senior Manager, Customer Support

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

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 organization. In 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 withi…