Customer Support Solutions Lead

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About the 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. The Opportunity Customer expectations are evolving rapidly. Some customers want instant, AI-powered self-service. Others want trusted human expertise. We believe great customer support means meeting customers where they are—delivering the right experience through the right channel at the right moment. We're looking for a hands-on builder who wants to help create that future. As our Customer Support Solutions Lead, you'll partner closely with the Senior Manager of Customer Support Operations & AI Transformation to turn strategy into execution. You'll design and build the systems, workflows, automations, and AI capabilities that power our Customer Support organization. This is a highly hands-on individual contributor role. You'll work directly in our systems—configuring Zendesk, implementing and tuning AI servicing platforms, building automations, testing new technologies, and using what you learn to continuously improve how support works. As our support technology evolves, you'll also play an important role in modernizing our platform and helping execute future migrations. We're looking for someone who can both design a better process and build the solution that makes it real. What You'll Do Build AI-Powered Support Experiences • Implement, configure, and continuously optimize AI-powered customer support solutions. • Work hands-on with AI servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar technologies. • Build and tune AI experiences, including intents, workflows, knowledge sources, escalation paths, guardrails, and human handoffs. • Design experiments, measure resolution and deflection performance, identify failure modes, and continuously improve AI effectiveness. • Evaluate emerging technologies and rapidly prototype new capabilities to determine where they can improve the customer or agent experience. • Apply strong judgment about where automation should—and should not—be used, particularly in customer interactions where accuracy, complexity, or risk requires human expertise. Build and Optimize Our Support Platform • Serve as a hands-on expert in Zendesk, configuring and optimizing triggers, routing, business rules, queues, forms, integrations, permissions, and workflows. • Identify opportunities to simplify and improve our existing Zendesk environment while ensuring it can support new AI and automation capabilities. • Partner on the evolution of our support technology architecture, including evaluation and potential migration to a future support platform. • Translate future-state designs into implementation plans and execute the configuration, workflow development, testing, and rollout required to bring them to life. • Ensure our support technology is scalable, reliable, and designed around both customer and agent needs. Design Better Ways of Working • Map and redesign support processes to eliminate friction, unnecessary handoffs, and repetitive

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