AI-Driven Customer Support Solutions Lead

Justworks; New York (NY); On-site; USD 121,000 - 151,000; Full time

Benefits offered by this job

Wellness program

Company retreats

Casual environment

Job summary

Justworks is seeking a hands-on Customer Support Solutions Lead to design, implement, and optimize AI-powered support experiences. You will configure Zendesk, tune AI servicing platforms, and build scalable workflows that improve CSAT and efficiency.

You’ll partner with Product, Engineering, and Revenue teams to roll out new capabilities, while maintaining a customer- and agent-centric support platform in a fast-paced environment.

Qualifications

• Hands-on experience implementing and optimizing AI-powered customer support solutions.
• Deep Zendesk administration experience including triggers, routing, rules, and workflows.
• Experience with AI servicing platforms (Decagon, Intercom Fin, Sierra, Forethought or similar).

Responsibilities

• Build AI-powered customer support experiences and tune AI performances.
• Configure and optimize Zendesk to support AI and automation.
• Design and implement scalable workflows and automation across the customer journey.
• Test, learn, and iterate with measurable success metrics.
• Collaborate with Product, Engineering, and Revenue teams to roll out new capabilities.

Skills

AI servicing platforms

Zendesk admin

Automation

Workflow design

Cross-functional collaboration

Data-driven decisions

Hands-on implementation

Tools

Zendesk

Job description

Justworks is seeking a hands-on Customer Support Solutions Lead to design, implement, and optimize AI-powered support experiences. You will configure Zendesk, tune AI servicing platforms, and build scalable workflows that improve CSAT and efficiency.

You’ll partner with Product, Engineering, and Revenue teams to roll out new capabilities, while maintaining a customer- and agent-centric support platform in a fast-paced environment.