# Customer Support Solutions Lead at Justworks

- Company: Justworks
- What the company does: Backed by Index, Redpoint and USV.
- Company website: http://justworks.com/
- Type: Startups
- Level: Senior
- Location: New York, New York
- Work setup: On-site
- Posted: 2026-09-02
- Apply by: 2026-10-17
- Apply: https://boards.greenhouse.io/justworks/jobs/8166821?gh_jid=8166821
- Page: https://www.1752.vc/careers/jobs/justworks-customer-support-solutions-lead/

## About the role

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. We're looking for a hands-on builder who wants to help create that future.

## What they're looking for

- 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
- Apply strong judgment about where automation should—and should not—be used, particularly in customer interactions where accuracy, complexity, or risk requires human expertise

Tags: Revenue Effectiveness