[Remote] Manager, International Customer Success

Note: The job is a remote job and is open to candidates in USA. Justworks is a company that provides HR solutions to help businesses focus on their operations. They are seeking a Manager for their International Customer Success team, responsible for overseeing the strategic operations and service model for international customers, ensuring high-quality compliance and HR guidance while fostering collaboration across various internal teams.

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
• 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

Skills

• 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

Benefits

• A welcoming and casual environment
• Great benefits
• Wellness program offerings
• Company retreats
• The ability to interact with and learn from leaders in the startup community

Company Overview