Customer Support Advocate, Admins

You are focused on and committed to helping people. You treat others with care and empathy, and assume the best intentions in others. You love to break down complicated concepts into simple terms and solve problems. You are a smart, motivated self-starter looking to learn a lot and join a fast growing company with a top notch culture. 

The Customer Support team at Justworks is in charge of leading 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 crucial part of the overall Justworks service offering.  In this role you will support our small business customers on a variety of inquiries related to our software, benefits, payroll, compliance, 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, their employees, and their businesses. 

Please note: We are currently hiring for a 12pm-9pm EST shift, Monday-Friday. 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.

• Answer inbound inquiries from our small business customers via phone, email, and chat
• Provide expert-level support, guidance, and troubleshooting to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR
• Assist customers and their employees with administration, eligibility, and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement and COBRA
• Resolve customer inquiries related to administering payroll, making payments, time & attendance, running payroll reports, federal and state wage and hour laws, and general payroll policies, procedures, and regulations
• Maintain product expertise on our software and be the go-to resource for customers in need of training or best practices
• Manage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers and their employees regularly informed of status and anticipated resolution timing
• Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience
• Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts
• Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering

Build and maintain collaborative business relationships with cross-functional departments Other duties as needed based on department and/or organizational needs

As a Customer Success Representative, 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.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

• Prior experience working remotely preferred
• 1-2 years of experience in a customer service role, preferably in a contact center environment
• Experience using customer support technologies such as Zendesk, Talkdesk, JIRA, and Confluence a plus
• A passion for delighting customers and helping people, with a tendency towards compassion and empathy
• Excellent customer service skills and comfort defusing challenging situations over the phone 
• Approaches work with a sense of purpose and urgency, and knows how to organize and prioritize your workload
• Strong written (chat, email) and verbal (telephone) 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
• Proven self-starter, taking ownership and accountability over your work
• A quiet environment and stable internet connection for remote employees is expected and strongly encouraged
• Experience in benefits, payroll, HR, or adjacent industries a plus
• Spanish language capability, or other second language at business conversation level, a plus

The base wage range for this remote position is targeted at $29.76 to $32.74 per hour.

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