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.

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.

Manager, International Customer Success

Key skills