Help Center Manager, Customer Education at Justworks (View all jobs)

New York, New York

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 (https://www.justworks.com/careers#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 Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.

• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.

• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.

• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.

• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

  Qualifications

• Minimum of 5 years of experience in enablement, customer education, marketing, customer success, knowledge management or related fields.

• Experience using Zendesk’s Guide product to maintain and optimize customer knowledge base (Help Center)

• Strong writing, editing, and proofreading skills.

• Excellent project management and organizational skills.

• Knowledge of user experience (UX) principles and information architecture.

• Excellent collaboration skills with an ability to establish and maintain effective working and collaborative relationships.

• Proficiency with content management systems (CMS) and intermediate knowledge of HTML/CSS used to edit Help Center source code.

• Experience managing a knowledge base for a B2B SaaS organization with multiple product lines is a plus.

  The base wage range for this position based in our New York City Office is targeted at $122,000.00 - $134,200.00 per year.

  #LI-Hybrid #LI-CD1

  Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

  For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks (https://www.justworks.com/careers#total-reward-philosophy) .

  Diversity At Justworks

  Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.

Our DEIB Report and Our DEI Commitment (https://justworks.com/blog/black-lives-matter-90-days-later)