Customer Support Specialist, Payments

Justworks • New York, NY

400d • $72,800 - $80,080

About The Position

The Customer Support Specialist, Payments at Justworks is dedicated to assisting small business customers with payroll, payments, tax, billing, and customer retention inquiries. This role involves taking ownership of customer payroll and money movement, simplifying complex concepts, and providing specialized services to ensure customer satisfaction and retention. The position requires strong communication skills, problem-solving abilities, and a commitment to helping customers navigate their payroll and tax concerns effectively.

Requirements

• 6+ years of professional experience in customer service or client-facing roles, preferably in a B2B SaaS environment or B2B contact center.
• 1 year of experience working with payroll concepts and practices.
• Prior experience in PEO, payroll, or HR industries is a plus.
• Ability to operate in a time-sensitive or deadline-driven environment.
• Curiosity and aptitude for learning new concepts and understanding their workings.
• Acute attention to detail.
• Strong verbal and written communication skills, with the ability to simplify complex concepts.
• Excellent time management, organization, and prioritization skills.
• Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office, or related tools.

Nice To Haves

• Payroll industry certification(s): Certified Payroll Professional (CPP) or Fundamentals of Payroll Certification (FPC).
• Spanish language capability or other second language at business conversation level.

Responsibilities

• Take ownership of key aspects of customer payroll and money movement, including payments, tax relief programs, and billing inquiries.
• Explain complicated payroll concepts and compliance in simple, user-friendly terms for customers.
• Provide specialized services to admins, including payments issues triaging and support.
• Gather feedback from at-risk customers to understand their concerns and areas for improvement.
• Collaborate with the Retention team to share insights and coordinate efforts to retain at-risk customers.
• Become a payroll and payments product expert, serving as a resource for customers and coworkers.
• Display professionalism and compassion when handling sensitive matters.
• De-escalate and resolve issues confidently using resources and platform expertise.
• Interact with cross-functional teams to identify areas for product enhancement or process improvement.
• Provide multi-channel support, including phone, email, chat, and video conferencing.

Benefits

• Competitive hourly wage range of $35.00 to $38.50 per hour.
• Hybrid work model with flexibility in scheduling.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed