AI-Powered Customer Support Architect

Justworks, Inc.; New York, Northern (NY, KY); Hybrid; USD 121,000 - 151,000; Full time

Job summary

Justworks is hiring a hands-on Customer Support Solutions Lead in New York City. You will design and build AI-powered support capabilities, configure Zendesk, and implement automation at scale.

You’ll partner with Product, Engineering, and Revenue teams to translate customer needs into repeatable, scalable solutions. The role emphasizes practical implementation and continuous improvement in a hybrid NYC office.

Qualifications

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

Responsibilities

• Build AI-powered support experiences and optimize AI servicing platforms.
• Configure and optimize Zendesk triggers, routing, forms, and workflows.
• Design and implement scalable support processes and automation.
• Work with Product and Engineering to translate customer needs into technical solutions.
• Measure impact using CSAT, resolution time, and deflection metrics.

Skills

AI-powered support

Zendesk administration

Automation design

Cross-functional collaboration

Tools

Zendesk

Decagon

Intercom Fin

Sierra

Forethought

Job description

Justworks is hiring a hands-on Customer Support Solutions Lead in New York City. You will design and build AI-powered support capabilities, configure Zendesk, and implement automation at scale.

You’ll partner with Product, Engineering, and Revenue teams to translate customer needs into repeatable, scalable solutions. The role emphasizes practical implementation and continuous improvement in a hybrid NYC office.