Customer Support Solutions Lead

Join Justworks as a Customer Support Solutions Lead, where you'll play a crucial role in shaping the future of customer support. In this hands-on individual contributor role, you'll design and build the systems, workflows, automations, and AI capabilities that power our Customer Support organization. You'll work directly in our systems, configuring Zendesk, implementing AI servicing platforms, building automations, and continuously improving support processes. This position offers a unique opportunity to make a significant impact on the customer experience and drive innovation in the support industry.

• Construire des expériences de support client alimentées par l'IA, mettre en œuvre, configurer et optimiser en continu les solutions de support client alimentées par l'IA.
• Servir d'expert pratique dans Zendesk, configurer et optimiser les déclencheurs, le routage, les règles commerciales, les flux de travail.
• Cartographier et redessiner les processus de support pour éliminer les frictions, les transferts inutiles et le travail répétitif.
• Strong understanding of customer support operations and the judgment to determine when automation improves an experience and when human intervention is the better solution
• Experience with one or more AI customer servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar technologies
• Demonstrated success designing and implementing operational workflows and process improvements
• Experience using data to diagnose problems, prioritize opportunities, and measure the effectiveness of solutions
• Experience building automations and configuring or integrating business systems
• Deep hands-on Zendesk administration experience, including triggers, routing, business rules, workflows, integrations, permissions, and reporting
• 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
• Curiosity about emerging technology and a bias toward experimentation, learning, and continuous improvement
• Comfort working as a hands-on individual contributor who can independently take a problem from discovery through implementation
• Experience partnering closely with Product and Engineering teams to deliver new capabilities
• You enjoy designing better ways of working and then rolling up your sleeves to build them
• You're comfortable getting deep into system configuration while still understanding the business outcome you're trying to achieve
• You can move fluidly between a customer problem, a process problem, and a technical solution
• You experiment, measure, learn, and iterate rather than assuming the first solution is the final one
• You'd rather prototype a solution than spend weeks writing requirements for someone else to implement
• You don't automate for automation's sake—you know that the best solution may be AI, traditional automation, better process design, or a human
• You get excited about emerging technology but care even more about whether it actually makes the customer experience better
• Experience migrating from Zendesk to Salesforce Service Cloud or another enterprise customer support platform
• Experience operating in complex or high-stakes customer service environments where accuracy and appropriate escalation are critical
• Experience integrating AI servicing platforms with CRM, support, knowledge management, and other customer-facing systems