Manager, International Customer Success

Remote

Responsibilities

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.
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.
Demonstrated track record of passion for customer success.

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 have a proven track record of driving outcomes in high-growth, complex environments.
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.
experience in customer success, account management, or related customer-facing field with at least 2-3 years specifically in the EOR industry.
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.
Exceptional ability to influence Product, Legal, and Sales leadership to ensure international growth is operationally sustainable.
Ability to identify service trends and present a path to resolve them.