Customer Support Advocate, Admins

Justworks • New York, NY

8h • $32 - $35 • 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 Values
If this sounds like you, you’ll fit right in.
Who You Are
You are focused on and committed to helping people. You are a customer fanatic with a proven track record of going above and beyond for your customers. You treat others with care and empathy, and assume the best intentions in others. You are a great communicator, being able to simplify complex concepts into clear, easy-to-understand terms. You love to solve problems and figure out how and why things work. You are a smart, motivated self-starter who thrives in a fast-paced start-up environment. You have the willingness to lean into a challenge and affect change.
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.
A variety of shifts and hours are available, and we will work with you to find the best fit.

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 using 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed