Manager of International Customer Success, Justworks
Business operations platform
Open for applications
Business operations platform
1001+ employees
Open for applications
1001+ employees
Company mission
To help entrepreneurs and businesses grow with confidence.
Role
Who you are
- 8+ years of experience in customer success, account management, or related customer-facing field with at least 2-3 years specifically in the EOR industry
- 2+ years of direct people management experience, with a proven track record of leading remote or distributed teams
- Proven ability to manage diverse job families with different skill sets, KPIs, and complexity levels
- Strong background in designing SOPs and workflows from scratch, particularly in a global or regionalized environment
- Deep understanding of the risks associated with EOR and international labor laws, with the ability to ensure team accuracy in high-stakes scenarios
- Expert in using data and automation to reduce "cost to serve" while scaling a team 5x+
- Exceptional ability to influence Product, Legal, and Sales leadership to ensure international growth is operationally sustainable
- Excellent interpersonal, communication, and problem-solving skills
- Ability to identify service trends and present a path to resolve them
- Ability to come up with creative solutions to any problem you face
- Demonstrated track record of passion for customer success
- Passion for working collaboratively in a highly matrixed and disturbed team environment
- Ability to analyze data and make data-driven decisions
- Specific experience in Employer-of-Record (EOR) and international products preferred
- Ability to travel to International Hubs (Mexico City, NYC, London) quarterly to align with regional teams and stakeholders
- Multilingual fluency is a plus
What the job involves
- Manage and scale a complex organization consisting of both regional consultants and support specialists; conduct 1:1s, lead regular team meetings, and perform annual reviews
- Architect and implement the SOPs and workflows that unify international customer success functions
- Act as the voice of the customer for Ops, Product, Sales, and Legal to architect solutions that meet the needs of global small businesses
- Partner with Go-To-Market teams to position our customer service and expertise as a key differentiator, helping to win new business and expand the Justworks brand
- Establish and maintain baseline KPIs for CSAT, SLA and Quality Assurance
- Oversee the delivery of high-stakes international guidance, ensuring all customer advice regarding global labor laws and EOR nuances is accurate and mitigates liability
- Drive the identification and adoption of international products and services while implementing automated workflows to improve team efficiency
- Support and coach teammates in managing complex customer de-escalations and triaging between Customer Success and International Operations
- Build role-specific training frameworks and oversee the creation of external-facing international knowledge base content to ensure standardized support
- Other duties as needed based on departmental/organizational needs
- As a Manager, International Customer Success International how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:
- Consultative - Takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening
- Taking responsibility - Being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior
- Adaptability - The ability to adjust your approach or actions in response to changes in your internal and external environment
- Solution-oriented - Identifies the source of a question or challenge and provides the right, or a better, way of doing things.Curious - The innate desire to learn, grow and understand
Our take
Justworks operates in an increasingly crowded space of all-in-one business operation suites, that include tools like human resources, payroll, employee management, benefits, and others that businesses critically need to operate as they scale.
Globally, human resource management has become an extremely fertile field, creating great opportunity for Justworks to continue to grow. The company is regarded as a market leader, but does see competition in the shape of Paychex Flex, Rippling, Paylocity, and TriNet, among others.
Justworks' solutions have proven extremely popular with SMEs, and this has not gone unnoticed by investors - with the company picking up considerable amounts of funding. The company is known to have sights on going public, though these were delayed somewhat by market conditions. That said, it has continued to expand operations and acquired Via in 2024, signalling that its going strong.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2023
$16.9m
LATE VC
Jan 2020
$50m
SERIES E
Total funding: $159.9m
Company benefits
- Paid volunteer work
- Paid parental leave
- Work from home opportunities
- Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc
- Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more
- All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure
- Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching
- Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Founder & Director)Experience as a Senior Product Manager at Amazon before founding Adtuitive and serving as COO for a year. Left this position to spend 3 years as a VP at Etsy, before founding Justworks.
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