Customer Support Advocate, Admins

Justworks•New York, NY

8d•$30 - $33•Remote

About The Position

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 You are focused on and committed to helping people. You treat others with care and empathy, and assume the best intentions in others. You love to break down complicated concepts into simple terms and solve problems. You are a smart, motivated self-starter looking to learn a lot and join a fast growing company with a top notch culture. The Customer Support team at Justworks is in charge of leading all customer service inquiries, no matter how big or small. Our team represents all of Justworks, we take responsibility and ownership of our customer's concerns, and we actively drive issues to resolution. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. We are the experts our customers rely on, and a crucial part of the overall Justworks service offering. In this role you will support our small business customers on a variety of inquiries related to our software, benefits, payroll, compliance, and other HR related matters. This is a fast-paced and challenging role, but also incredibly rewarding due to the positive impact we have on our customers, their employees, and their businesses. Please note: We are currently hiring for a 12pm-9pm EST shift, Monday-Friday. If hired, you will be expected to attend mandatory virtual training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule. Your Success Profile What You Will Work On

Requirements

Prior experience working remotely preferred
1-2 years of experience in a customer service role, preferably in a contact center environment
A passion for delighting customers and helping people, with a tendency towards compassion and empathy
Excellent customer service skills and comfort defusing challenging situations over the phone
Approaches work with a sense of purpose and urgency, and knows how to organize and prioritize your workload
Strong written (chat, email) and verbal (telephone) communication skills with acute attention to detail
Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
Ability to come up with creative solutions to any problem you face
Proven self-starter, taking ownership and accountability over your work
A quiet environment and stable internet connection for remote employees is expected and strongly encouraged

Nice To Haves

Experience using customer support technologies such as Zendesk, Talkdesk, JIRA, and Confluence a plus
Experience in benefits, payroll, HR, or adjacent industries a plus
Spanish language capability, or other second language at business conversation level, a plus

Responsibilities

Answer inbound inquiries from our small business customers via phone, email, and chat
Provide expert-level support, guidance, and troubleshooting to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR
Assist customers and their employees with administration, eligibility, and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement and COBRA
Resolve customer inquiries related to administering payroll, making payments, time & attendance, running payroll reports, federal and state wage and hour laws, and general payroll policies, procedures, and regulations
Maintain product expertise on our software and be the go-to resource for customers in need of training or best practices
Manage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers and their employees regularly informed of status and anticipated resolution timing
Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience
Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts
Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering
Build and maintain collaborative business relationships with cross-functional departments
Other duties as needed based on department and/or organizational needs