Customer Support Advocate, Admins

Overview

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the opportunity to interact with and learn from leaders in the startup community. We work hard and care about our people. We’re helping businesses get off the ground by enabling them to focus on running their business and solving HR issues. We’re data-driven and iterative, and we value a supportive, entrepreneurial environment where you can build something meaningful and have fun.

We are united by shared goals and motivations reflected in our product and our team. Our values guide how we work and collaborate.

Who You Are You are focused on helping people, a customer fanatic with a track record of going above and beyond for customers. You communicate clearly, simplify complex concepts, love solving problems, and thrive in a fast-paced startup environment. You are a smart, motivated self-starter who is willing to lean into challenges and affect change.

• Manage inbound inquiries from our small business customers via phone, email, and chat
• Interface with customers at all levels of management, including senior executives, on inquiries related to payroll, tax, benefits, compliance, the Justworks product, and other HR topics
• Develop creative solutions to answer questions, provide guidance, troubleshoot and resolve issues, and route feedback
• Manage a queue of open issues to deliver timely and effective solutions
• Utilize available resources to resolve customer issues
• Assist with customer retention and provide recommendations to improve our product and processes
• Display professionalism and compassion when handling sensitive matters
• Perform other related duties as assigned

As a Customer Success Representative, how results are achieved is paramount for success and for the organization. Your foundational knowledge, skills, abilities, and personal attributes are anchored in the following competencies:

• Consultative – focuses on building relationships, understanding problems, and developing solutions through open-ended questions and active listening
• Taking responsibility – being accountable and owning decisions, actions, and behavior
• Adaptability – adjusting approach in response to changes in the external environment
• Solution-oriented – identifies the source of a question or challenge and provides effective solutions
• Curious – a desire to learn, grow, and understand

All Just workers align their behaviors to our core values known as COGIS:
Camaraderie
, Openness
, Grit
, Integrity
, Simplicity
.

• 5 years minimum professional experience in customer service, preferably in B2B SaaS or a contact center
• 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 with all levels of management, including owners and executives; empathetic, compassionate, responsive and resourceful
• Strong written and verbal communication with acute attention to detail
• Aptitude for learning new products and explaining complex topics in simple terms
• Ability to develop creative solutions and prioritize workload
• Proven self-starter with ownership and accountability
• Spanish or other second language at business level is a plus

The base wage range for this position in our New York City office is targeted at $32.00 to $35.20 per hour. Actual compensation depends on factors including skill set, relevant experience, and location. Salary ranges may differ by location. For more information about Justworks’ Total Reward Philosophy, please visit Total Rewards @ Justworks.

Justworks is committed to a workplace where diversity of identity, culture, and life experience is the norm and celebrated authentically. We depend on our differences to make our team stronger and our product accessible to all of our customers. We are an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status.

We provide reasonable accommodations to candidates and employees as required by law. If you need an accommodation, please reach out to  Our DEIB Report