Manager, International Customer Success
- Internship, onsite
- Justworks
- New York, United States of America
Salary undisclosed
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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
You have a proven track record of going above and beyond for your customers. You are consultative and innovative in your thinking, and enjoy figuring out how to drive customer satisfaction with a focus on retention. You are a problem solver who is focused and committed to helping people, genuinely enjoys figuring out how and why things work, and drives outcomes to scale. You have a passion for using your own experience to coach and develop others. You thrive in a fast-paced startup environment and have a passion for lifelong learning. You are a great listener who is able to see the bigger picture and simplify complex concepts into clear, easy-to-understand solutions. You are an advocate who is not afraid to ask questions and partner with others to effect change.
As Manager, International Customer Success, you will be responsible for enabling Justworks’ International growth, strive to ensure the CS team provides exceptional service for our international customer base, and play an important leadership role by supporting the broader team. You will oversee the International Consultants, our customer facing team of EOR experts who are responsible for servicing admins and employees in the international space. You will provide guidance and manage the team to achieve both individual team and collective company goals. You will help create SOPs and processes, training, and manage team KPIs. You will work cross-functionally with other department leads to help architect solutions that scale globally while bringing our customers confidence every step of the way.
Your Success Profile
What You Will Work On
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:
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 [email protected]. Your comfort and success matter to us, and we're here to ensure an inclusive experience.
Our DEIB Report and Our DEI Commitment
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
You have a proven track record of going above and beyond for your customers. You are consultative and innovative in your thinking, and enjoy figuring out how to drive customer satisfaction with a focus on retention. You are a problem solver who is focused and committed to helping people, genuinely enjoys figuring out how and why things work, and drives outcomes to scale. You have a passion for using your own experience to coach and develop others. You thrive in a fast-paced startup environment and have a passion for lifelong learning. You are a great listener who is able to see the bigger picture and simplify complex concepts into clear, easy-to-understand solutions. You are an advocate who is not afraid to ask questions and partner with others to effect change.
As Manager, International Customer Success, you will be responsible for enabling Justworks’ International growth, strive to ensure the CS team provides exceptional service for our international customer base, and play an important leadership role by supporting the broader team. You will oversee the International Consultants, our customer facing team of EOR experts who are responsible for servicing admins and employees in the international space. You will provide guidance and manage the team to achieve both individual team and collective company goals. You will help create SOPs and processes, training, and manage team KPIs. You will work cross-functionally with other department leads to help architect solutions that scale globally while bringing our customers confidence every step of the way.
Your Success Profile
What You Will Work On
- Collaborate with cross-functional international teams such as Ops, Product, Sales, Onboarding, Legal, Benefits, etc. to address customer inquiries and ensure timely resolutions.
- Help the team identify and drive adoption of our international products and services, ensuring that clients are taking full advantage of all features and functionality with a focus on growth and retention
- Support teammates in managing customer critical moments, coach teammates to de-escalate and triage between Customer Success Managers and International Operations.
- Hold the team accountable to core KPIs, create performance tracking for International Consultants in partnership with Senior Management (tracking performance through SLA, CSAT and Quality Assurance).
- Create SOPs for internal / external processes in partnership with other cross-functional leads.
- Help build role-specific training and provide ongoing support for both tenure members and new hires.
- Handle general management responsibilities, such as conducting 1:1s, leading regular team meetings, generating reports, and conducting annual performance reviews.
- Ability to travel to International Hubs (Mexico City, NYC, London) quarterly.
- Other duties as needed based on department and/or 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:
- Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
- 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.
- Consultative - ability to share specialized expertise with customers and advise them on specific ways forward.
- Adaptability - being flexible and adaptable in a dynamic environment, adjusting strategies to meet changing customer requirements.
- Cross-Functional Collaboration - working collaboratively with other departments such as sales, marketing, and product development to ensure a unified customer experience
- 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.”
- 5+ years of experience in customer success, account management, or related customer-facing field
- Minimum of 2 years experience leading or managing others
- 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 team environment
- Ability to analyze data and make data-driven decisions
- Specific experience in Employer-of-Record (EOR) and international products preferred
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 [email protected]. Your comfort and success matter to us, and we're here to ensure an inclusive experience.
Our DEIB Report and Our DEI Commitment
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