Who We Are

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, you’ll fit right in.

Who You Are

As a Help Center Manager you will be a key part of the Justworks’ Customer Education team, working in close partnership with the Customer Success Organization, Knowledge Management, Product Marketing, and Revenue Operations teams to drive the success of Justworks’ Customer Help Center (knowledge base).

You will play a crucial role in developing, organizing, and maintaining content that helps customers self-serve answers to their pressing questions. You will be responsible for maintaining a user-friendly and informative knowledge base, ensuring a seamless user experience, and optimizing content to meet the needs of our customers.

You will report to the Senior Manager, Customer Education and partner closely with Knowledge Management to implement strategies to improve the user experience of the external knowledge base. You play a pivotal role in ensuring that users can easily access the information they need, enhancing customer satisfaction, and reducing support inquiries and ticket volume. 

Your Success Profile

What You Will Work On

• Oversee Help Center analytics, leveraging data, analytics and user feedback and insights to identify content gaps and prioritize areas for improvement.
• Manage the overall structure, formatting, templates and look and feel of Help Center
• Maintain Help Center administration, field questions internally, and partner with content developers/subject matter experts and cross-functional teams to optimize content for search and readability.
• Manage the Standard Operating Procedure for new article suggestions and edits, and connect it to related content in other locations
• Develop updated processes for content management, legal review, and taxonomy of content labels/tags.
• Manage ongoing audits and improvements to articles and technical administration of the site
• Light copywriting and editing of Help Center articles, as needed
• Partner with the CS Operations team to maintain and grow AI tooling to enable improved customer self-service
• Manage projects that improve the usability and accuracy of the site
• Other duties as needed based on department and/or organizational needs

How You Will Do Your Work

As the Help Center Manager you’ll work cross-functionally, building relationships and supporting our customers getting access to the right information at the right time. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual, and non-verbal communication skills, as well as listening skills to gain understanding.
• Good judgment - the exercise of critical thinking, analyzing and assessing problems and implications, identifying patterns, making connections of underlying issues, understanding risks and developing mitigation strategies, and taking ownership of the outcome.
• Detail-oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive, and seeks to understand both the cause and effect of a situation.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Curious - the innate desire to learn, grow and understand.
• Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

In addition, all