CSO Manager

Justworks; New York (NY); On-site; USD 122,000 - 134,000; Full time

Job summary

Justworks in New York City seeks a seasoned customer service leader to drive onboarding, support and success initiatives. You will coach teams, align across CSO, Sales and Product, and own key performance metrics to deliver exceptional service.

You thrive in fast-paced environments, mentor managers, manage critical projects, and implement scalable processes. This role emphasizes operational excellence, cross-functional collaboration and results-driven leadership in a dynamic startup context.

Qualifications

• 5+ years of customer service leadership/management experience in a fast-paced environment.
• Proven ability to utilize change management practices to quickly gain buy-in and implement new strategies.
• Demonstrated ability to collaborate with diverse cross-functional teams on complex initiatives.

Responsibilities

• Lead and support teams and strategic projects within your assigned area, providing coaching and development to team members or frontline managers.
• Develop, refine, and implement systems and processes to enhance team efficiency and effectiveness, focusing on high-value work.
• Own and track critical performance metrics for the team or project, translating data into actionable insights.
• Collaborate with Leadership across CSO, Sales, and Product to ensure strategies are aligned with initiatives and launches.
• Identify and share best practices from one department to others to bridge gaps.

Skills

Customer service leadership

Change management

Cross-functional collaboration

Operational optimization

Metrics-driven leadership

Job description

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.

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.

Who You Are

Justworks Customer Service Organization is always recruiting. We believe great leaders make great teams. We are looking for leaders who may fit in various parts of our organization, including Customer Onboarding, Customer Support, Customer Success, and International Support.

You are a highly adaptable and curious leader with a deep passion for optimizing operational efficiency and delivering exceptional service. You thrive in environments of change, viewing new challenges as opportunities to apply your leadership skills across different functions. You are a metrics-driven and creative problem-solver whose energy inspires those around you. You possess a strong track record of building and managing high-performing teams, serving as a coach and mentor who ensures teams have the tools and clarity to succeed. You are driven to work cross-functionally, connecting departmental goals to larger company initiatives.

Your Success Profile

What You Will Work On

• Lead and Manage Projects/Teams: Lead and support teams and strategic projects within your assigned area, providing coaching and development to team members or frontline managers.
• Drive Operational Excellence: Develop, refine, and implement systems and processes to enhance team efficiency and effectiveness, focusing effort on high-value, high-impact work within the current department.
• Own Key Metrics: Own and track critical performance metrics (e.g., customer satisfaction, quality, and productivity) for the team or project under your direction, translating data into actionable insights.
• Facilitate Alignment & Change: Collaborate actively with Leadership across CSO, Sales, and Product to ensure departmental strategies are aligned with company initiatives and product launches.
• Develop Best Practices: Identify and share best practices gained from one department to apply to others, helping to bridge departmental gaps and simplify complex challenges.

How You Will Do Your Work

As a Manager, your success is anchored in your ability to apply the following core competencies:

• Consultative: Focuses on building relationships, actively listening, and developing solutions through open-ended questions.
• Adaptability: The ability to quickly adjust your approach and actions in response to frequent departmental or project changes.
• Solution-Oriented: Identifies the root cause of a challenge and provides the most effective, scalable solution.
• Taking Responsibility: Accountable, committed, and accepting ownership for all decisions and outcomes within your area.
• Curious: Demonstrates an innate desire to learn, grow, and understand new products, processes, and team dynamics.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 5+ years of customer service leadership/management experience in a fast-paced environment with any of the following team types: onboarding, support, or success
• Proven ability to utilize change management practices to quickly gain buy-in and implement new strategies across teams.
• Prior experience collaborating with diverse cross-functional teams on complex and impactful initiatives.
• Demonstrated ability to implement and integrate technical programs or workflows for non-technical users.
• Strong interest in gaining broad organizational exposure and driving operational change across different business functions.
• Metrics-driven mentality and proven results, with a passion for service excellence.

The base wage range for this position based in our New York City Office is targeted at $122,000.00 to $134,200.00 per year.

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks .

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at [e-mail]. Your comfort and success matter to us, and we're here to ensure an inclusive experience.

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