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Justworks is seeking a Customer Support Solutions Lead to design and build the systems, workflows, automations, and AI capabilities that power their customer support organization. This is a highly hands-on individual contributor role partnering closely with the Senior Manager of Customer Support Operations & AI Transformation.
You will implement, configure, and continuously optimize AI-powered customer support solutions using platforms such as Decagon, Intercom Fin, Sierra, and Forethought. You'll build and tune AI experiences including intents, workflows, knowledge sources, escalation paths, guardrails, and human handoffs. You'll design experiments to measure resolution and deflection performance, identify failure modes, and continuously improve AI effectiveness. You'll also evaluate emerging technologies and rapidly prototype new capabilities.
As a hands-on Zendesk expert, you'll configure and optimize triggers, routing, business rules, queues, forms, integrations, permissions, and workflows. You'll identify opportunities to simplify and improve the existing Zendesk environment while ensuring it supports new AI and automation capabilities. You'll partner on the evolution of support technology architecture, including evaluation and potential migration to future platforms.
You'll map and redesign support processes to eliminate friction, unnecessary handoffs, and repetitive work. You'll translate business problems into scalable workflows, systems, and automation, moving comfortably from diagnosing problems to designing solutions to building and implementing them. You'll approach new solutions as products: define the problem, build hypotheses, test them, measure outcomes, and iterate based on performance, customer feedback, and frontline experience.
Justworks helps businesses focus on running their business by solving HR issues. The company operates in a supportive, entrepreneurial environment with a data-driven approach to continuous iteration.
