Customer Support Specialist, Payments

Justworks•New York, NY

6h•$32 - $39•Hybrid

About The Position

Our Customer Support, Payments team at Justworks is dedicated to helping our customers run their business with confidence. We are the payments and tax experts our customers rely on, and we help our customers pay their people with ease. Our team takes ownership of our customer’s payroll and tax concerns, and we actively drive issues to resolution. In this role you will support our small business customers with inquiries related to payroll, payments, tax, billing, customer retention, company offboarding, and reporting, and contribute to internal discussions regarding product enhancements. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. 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. This role would be required to work Monday-Friday from 11am-8pm ET, with Tuesdays and Wednesdays as the team's onsite days at our office at 55 Water Street, in New York City.

Requirements

Must be available to work in Monday-Friday from 11am-8pm ET, with Tuesdays and Wednesdays as the team's onsite days at our office at 55 Water Street, in New York City (required)
6+ years minimum professional experience in customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center (required)
1 year of experience working with payroll concepts and practices (required)
A track record of operating in a time sensitive or deadline driven environment
Curiosity and an aptitude for learning new things and understanding how and why things work
Acute attention to detail
Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
Excellent at time management, organization, and prioritizing tasks
Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools

Nice To Haves

Prior experience in PEO, payroll, or HR industries (preferred)
Preferred 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, a plus

Responsibilities

Take ownership of key aspects of our customer’s payroll and money movement, such as: payments, tax relief programs, end of year filings, ACH processing, billing, and additional payments related inquiries
Explain complicated concepts and compliance related to payroll tasks (final pay terminations, overpayments, manual payments) in simple, user-friendly terms for our customers, providing them with both product and subject matter education
Provide specialized services to admins including payments issues triaging & support, customer retention, seamless company offboardings, and specialty payments/tax projects and programs
Gather feedback from at-risk customers to understand their concerns, reasons for potential churn, and areas where we can improve
Collaborate with our Retention team to share insights and coordinate efforts to retain at-risk customers
Build mental muscle and become a payroll & payments product expert - you'll be a go to resource for both customers and coworkers
Display a high level of professionalism and compassion when working with each account on sensitive matters
De-escalate and resolve issues with confidence by effectively using resources and platform expertise
Interact with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvement
Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
Multi-channel support, including phone, email, chat, and video conferencing, to communicate with our customers with a sense of urgency and in alignment with strict deadlines
Perform other related duties as assigned based on department and/or organizational needs