What You Will Work On:
- Lead and develop a team of Support Managers overseeing Customer Support Advocates.
- 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.
How You Will Do Your Work:
- 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.
Qualifications:
- 5+ years of professional experience leading a support team within a fast-paced environment, startup, or SaaS organization.
- Experience directly hiring and managing a distributed, multi-shift, and/or 24/7 team with a proven track record of success in scaling support teams and maintaining SLAs.
- Strong operational and analytical skills, with experience using metrics and customer insights to improve team performance and service delivery.
Justworks
Justworks helps businesses get off the ground by enabling them to focus on running their business. They solve HR issues and are data-driven, with a supportive, entrepreneurial environment. They value their people and are united by shared goals.