Customer Support Specialist, Payments

Justworks•New York, NY

76d•$35 - $39•Hybrid

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 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. A variety of shifts and hours are available, and we will work with you to find the best fit. As a Customer Support Specialist, Payments, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies: Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening. Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior. Adaptability - the ability to adjust your approach or actions in response to changes in your external environment. Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things. Curious - the innate desire to learn, grow and understand. Detail - Oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.

Requirements

6+ years minimum professional experience in customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center
1 year of experience working with payroll concepts and practices
A track record of operating in a time sensitive or deadline driven environment

Nice To Haves

Prior experience in PEO, payroll, or HR industries 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