Manager, Customer Experience Specialist

Justworks; New York (NY); On-site; USD 140,000 - 180,000; Full time

Job summary

Justworks is seeking a Manager of Customer Experience Specialists in New York to lead the operational engine behind our Customer Success Organization. You will guide a frontline team, manage product escalations, and partner cross-functionally to elevate the customer experience.

You will define the strategy, operating model, and future direction of the CX Specialist function, transforming it into a proactive center of excellence focused on product expertise and operational excellence.

Qualifications

• Experience leading customer-facing teams and driving process improvements.
• Ability to build scalable operating models and knowledge systems.
• Proven track record in product support or customer operations.

Responsibilities

• Lead and develop a high-performing team of Customer Experience Specialists.
• Define strategy and operating model for the CX Specialist function.
• Establish standards for support quality, escalation handling, and cross-functional collaboration.
• Drive proactive customer experience initiatives and continuous innovation.

Skills

Customer operations

Leadership

Cross-functional collaboration

Operational excellence

Tools

Slack

Job description

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

As the Manager of Customer Experience Specialists, you lead the operational engine behind the Customer Success Organization (CSO). Your team serves as the frontline technical and product operations experts, providing real-time support to customer-facing teams, managing product escalations, driving bug resolution, maintaining knowledge systems, and partnering cross-functionally to improve the customer experience.

You are an operational leader, builder, and innovator who thrives on solving complex problems. You bring deep expertise in customer operations, product support, AI, and process optimization. You know how to build scalable solutions, challenge conventional ways of working, and leverage technology to improve both teammate and customer experiences.

This role goes beyond traditional people leadership. You will define the strategy, operating model, and future direction of the Customer Experience Specialist function, transforming the team from a reactive support organization into a proactive center of excellence focused on product expertise, operational excellence, and continuous innovation.

Your Success Profile

What You Will Work On

Lead the Customer Experience Specialist Function

• Lead, coach, and develop a high-performing team of Customer Experience Specialists and Senior Customer Experience Specialists.
• Foster a culture of accountability, curiosity, innovation, and continuous learning.
• Challenge and develop subject matter experts to become strategic product partners rather than reactive support resources.
• Build clear career paths, product ownership models, and development opportunities across the team.

Own Operational Excellence

• Own the operational health of the Customer Experience Specialist function supporting the Customer Success Organization.
• Establish and continuously improve standards for Slack support, escalation management, response quality, workload balancing, and cross-functional collaboration.
• Ensure the team