Customer Support Specialist

Customer Support Specialist, Payments – Justworks

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 help businesses get off the ground by enabling them to focus on running their business. We solve HR issues, are 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 motivations reflected in our company values, which are embodied in our product and in our team.

• Focused on and committed to helping people.
• Customer fanatic with a proven track record of going above and beyond for your customers.
• Great communicator, able to simplify complex concepts into clear, easy‑to‑understand terms.
• Enjoys solving problems and figuring out how and why things work.
• Analytical, motivated self‑starter who thrives in a fast‑paced start‑up environment.
• Willingness to lean into a challenge and affect change.

• 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, over payments, 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.

• Consultative – take an approach that focuses on building relationships, understanding problems, and developing solutions through open‑ended questions and active listening.
• Taking responsibility – be accountable, committed, and accept ownership for your decisions, actions, and behavior.
• Adaptability – adjust your approach or actions in response to changes in your external environment.
• Solution‑oriented – identify the source of a question or challenge and provide the best solution.
• Curious – desire to learn, grow, and understand.
• Detail‑oriented – exercise extreme attention to detail; be thorough, accurate, organized, and productive.

• Camaraderie – work together toward a higher purpose, have fun, listen actively, treat people respectfully.
• Openness – share information, understand other perspectives, consider new possibilities.
• Grit – commit, persevere, take on challenges with a positive attitude.
• Integrity – do what you say and say what you do; be honest, forthright, and lead by example.
• Simplicity – make everything as simple as possible, but no simpler.

• 6+ years minimum professional experience in customer…