Hiring: Customer Support Solutions Lead Company: Justworks Location: New York, NY Job Posted Time: 2026-09-15 14:37:41 Target Skills & Keywords : Salesforce, Zendesk About the job Required Skills: •Customer expectations are evolving rapidly. Some customers want instant, AI-powered self-service. Others want trusted human expertise. We believe great customer support means meeting customers where they are—delivering the right experience through the right channel at the right moment. •As our Customer Support Solutions Lead, you'll partner closely with the Senior Manager of Customer Support Operations & AI Transformation to turn strategy into execution. You'll design and build the systems, workflows, automations, and AI capabilities that power our Customer Support organization. •Build AI-Powered Support Experiences •Implement, configure, and continuously optimize AI-powered customer support solutions. •Work hands-on with AI servicing platforms such as Decagon, Intercom Fin, Sierra, Forethought, or similar technologies. •Build and tune AI experiences, including intents, workflows, knowledge sources, escalation paths, guardrails, and human handoffs. •Design experiments, measure resolution and deflection performance, identify failure modes, and continuously improve AI effectiveness. •Evaluate emerging technologies and rapidly prototype new capabilities to determine where they can improve the customer or agent experience. Qualifications: •You're a Builder-Operator If You... •You enjoy designing better ways of working and then rolling up your sleeves to build them. •You'd rather prototype a solution than spend weeks writing requirements for someone else to implement. •You can move fluidly between a customer problem, a process problem, and a technical solution. •You're comfortable getting deep into system configuration while still understanding the business outcome you're trying to achieve. •You don't automate for automation's sake—you know that the best solution may be AI, traditional automation, better process design, or a human. •You experiment, measure, learn, and iterate rather than assuming the first solution is the final one. •You get excited about emerging technology but care even more about whether it actually makes the customer experience better. •The future of Customer Support isn't a choice between technology and people. It's about designing an experience that uses each where they add the most value. •As AI capabilities and customer expectations continue to evolve, we're building a support model that can meet customers in different ways—from intelligent self-service and automation to trusted human expertise. Compensation: •$121,000 - $151,000 / year •Competitive benefits and rewards package Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!