Manager, International Customer Success

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee and expand a multifaceted organization comprising regional consultants and support specialists; conduct one-on-one meetings, facilitate regular team gatherings, and carry out annual performance evaluations.

• Design and implement Standard Operating Procedures (SOPs) and workflows that integrate international customer success functions.

• Represent the customer’s perspective for Operations, Product, Sales, and Legal teams to create solutions that address the needs of small businesses globally.

• Collaborate with Go-To-Market teams to highlight our customer service and expertise as a distinctive advantage, aiding in securing new business and enhancing the Justworks brand.

• Set and uphold baseline Key Performance Indicators (KPIs) for Customer Satisfaction (CSAT), Service Level Agreements (SLA), and Quality Assurance.

• Supervise the provision of critical international guidance, ensuring that all customer advice concerning global labor laws and Employer of Record (EOR) intricacies is precise and minimizes liability.

• Propel the identification and integration of international products and services while executing automated workflows to enhance team productivity.

• Assist and mentor team members in handling intricate customer de-escalations and coordinating between Customer Success and International Operations.

• Develop role-specific training frameworks and oversee the production of external-facing international knowledge base content to ensure consistent support.

• Additional responsibilities as required based on departmental or organizational needs.

⛳️ Requirements

• A minimum of 8 years of experience in customer success, account management, or a related customer-facing role, with at least 2-3 years specifically within the EOR sector.

• At least 2 years of direct experience in people management, demonstrating a successful history of leading remote or distributed teams.

• Proven capability to manage a variety of job roles with distinct skill sets, KPIs, and levels of complexity.

• Strong expertise in creating SOPs and workflows from the ground up, particularly in a global or regionally focused environment.

• Comprehensive understanding of the risks associated with EOR and international labor regulations, ensuring team accuracy in critical situations.

• Proficient in leveraging data and automation to decrease "cost to serve" while scaling a team by more than 5 times.

• Remarkable ability to influence leadership in Product, Legal, and Sales to ensure that international growth is operationally viable.

• Outstanding interpersonal, communication, and problem-solving abilities.

• Skillful at identifying service trends and proposing effective resolutions.

• Creative in developing innovative solutions for challenges encountered.

• Proven enthusiasm for customer success.

• Dedication to working collaboratively in a highly matrixed and distributed team setting.

• Proficient in data analysis and making data-driven decisions.

• Specific experience in Employer-of-Record (EOR) and international products is preferred.

• Willingness to travel to International Hubs (Mexico City, NYC, London) quarterly to connect with regional teams and stakeholders.

• Multilingual proficiency is an advantage.

🏝️ Benefits

• Health insurance

• Wellness program offerings

• Company retreats