TL;DR
Customer Incident & Communications Manager: Owns how Justworks communicates with customers during high-impact moments and responsible for building and leading a scalable incident communications strategy. Focus on ensuring messaging is clear, timely, empathetic, and consistent, and enabling customer-facing teams to communicate with confidence.
Location: Must be based in New York City Office
Salary: $109,000.00 to $119,900.00 per year
Company
Justworks helps businesses get off the ground by enabling them to focus on running their business, solving HR issues.
What you will do
- Lead incident communication strategy by developing and owning the framework for communicating during customer-impacting events.
- Drive messaging and execution of customer-facing communications during incidents and service disruptions, creating scalable templates and messaging resources.
- Enable Customer Success and Support teams with the tools and guidance needed to communicate effectively, building systems for scaled updates and personalized outreach.
- Serve as a cross-functional partner, acting as the communications lead within incident response efforts and collaborating with Product, Risk, Legal, QA, and Data teams.
Requirements
- 4–6 years of experience in customer communications, customer experience, enablement, or related fields.
- Exceptional written communication skills, especially in high-stakes or time-sensitive environments.
- Strong cross-functional collaboration skills.
- Systems thinking mindset with the ability to balance strategy and execution.
- Curiosity-first mindset with a drive to continuously improve how we communicate, operate, and support customers.
Nice to have
- Experience supporting incident response or service disruptions is a plus.
Culture & Benefits
- Welcoming and casual environment.
- Great benefits and wellness program offerings.
- Company retreats.
- The ability to interact with and learn from leaders in the startup community.