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.

How You Will Do Your Work

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

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 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

The base wage for this position based in our New York City Office is targeted at $122,000 to $134,200 per year.

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