Own day-to-day operational maintenance of Rippit including dashboards, metrics, agent groups, and data exports
Act as primary liaison with Rippit support to troubleshoot platform issues and maintain system reliability
Design, train, and implement LLM prompts to scale QA automation and insight generation
Evaluate AI-generated chatbot outputs (Agatha) for accuracy, clarity, and usefulness
Manage NPS outreach and conduct situational deep dives including direct customer follow-up
Analyze large datasets to identify behavioral patterns, root causes, and performance drivers that inform opportunities to improve workflows, eliminate inefficiencies, and scale operations
Collaborate cross-functionally with Support, Enablement, RevOps, and Engineering to align tooling and insights
Deliver recurring reporting and insights to CSO leadership in digestible formats (e.g., newsletters, dashboards)
Define and track KPIs related to customer experience, agent performance, and effectiveness
Ensure data integrity and governance across CX systems and reporting layers
Build scalable reporting frameworks that enable self-service insights across teams
Identify opportunities for automation in QA, reporting, and customer feedback analysis
Benchmark performance against industry standards and recommend continuous improvements How You Will Do Your Work
Requirements
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.
You bring a mix of quality assurance, performance analytics, and systems thinking , with the ability to evaluate both human and AI-driven customer experiences.
You are highly detail-oriented and structured, with a strong sense of ownership over the systems and processes you manage.
You are also forward-thinking and curious about emerging technologies, especially AI and LLMs, and how they can be applied to scale quality, automate insights, and improve self-service experiences.
Translate data insights and create feedback loops within the CSO to provide actionable recommendations that improve customer satisfaction, operational efficiency and AI accuracy
experience in customer experience, quality assurance, CX operations, or customer analytics, with a strong focus on data-driven decision making •
Experience analyzing large datasets and translating findings into actionable insights that drive business decisions Hands-on
experience with BI tools (e.g., Tableau, Looker, or similar) and comfort working with structured and unstructured data Demonstrated
experience designing, training, or managing LLMs or similar AI models to evaluate unstructured data (e.g., customer interactions, transcripts, knowledge articles), ideally within a CX, QA, or support operations context.
Proficiency with QA platforms (Rippit/MaestroQA preferred)
Ability to manage recurring operational workflows independently
Familiarity with knowledge tools and chatbot systems (preferred) •
Experience in training or enablement (preferred) Additional Experience •
Experience with Confluence (Atlassian) or other internal knowledge base platforms •
Experience with business software applications such as Zendesk, Talkdesk, Gong, and Jira
Google Workspace (Sheets, Docs, Slides, etc) #LI-Hybrid #LI-KC2
Experience
Qualifications 3–5+ years of
Benefits
The base wage range for this position based in our New York City Office is targeted at $86,000.00 to $94,600.00 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
Contact
benefits we are proud to offer our team members, please visit Total Rewards @ Justworks .
If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com .
Additional details
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.
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 are a data-driven operator who blends customer
experience expertise with strong analytical and technical skills.
You thrive at the intersection of CX, data, and operations , and are energized by turning complex datasets and customer interactions into clear, actionable insights that drive business outcomes.
You are comfortable working with large datasets, building dashboards, and identifying patterns and root causes across customer journeys.
You don’t just report on data—you translate it into recommendations that influence strategy, improve performance, and enhance the customer experience.