Customer Support Advocate, Admins

Justworks•New York, NY

22h•Remote

About The Position

The Customer Support team at Justworks is in charge of solving 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 big reason why our customers love Justworks. In this role you will support the administrators and executives of our small business customers on a variety of inquiries related to payroll, tax, benefits, compliance, the Justworks product, 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 and their businesses. Please note: We are currently hiring for multiple shift times. 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.

Requirements

5 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments
1 year minimum experience in payroll, benefits, and/or HR administration
A passion for delighting customers and helping people
Comfort handling challenging situations over the phone and speaking with all levels of management including business owners and executives - ability to be empathetic, compassionate, responsive and resourceful
Strong written (email and chat) and verbal (telephony) 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, and to know how to organize and prioritize your workload
Proven self-starter, taking ownership and accountability over your work

Nice To Haves

Spanish language capability, or other second language at business conversation level, a plus

Responsibilities

Manage inbound inquiries from our small business customers via phone, email, and chat
Interface with customers at all levels of management including senior executives with inquiries and troubleshooting related to all aspects of the Justworks platform including compliance, workers’ compensation, managing time off policies, reporting, integrations, performing bulk actions, and other HR related topics.
Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
Manage queue of open issues to deliver timely and effective solutions
Appropriately utilize available resources to resolve customer issues
Help with customer retention and contribute recommendations for improving our product and processes
Display a high level of professionalism and compassion when working with each customer on sensitive matters
Perform other related duties as assigned