Customer Support Specialist

Overview

Who We Are:

Justworks offers a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and opportunities to interact with leaders in the startup community. We are data-driven, iterating continually, and focused on helping businesses run their operations by solving HR issues.

We’re united by shared goals and motivations, reflected in our company values. If this sounds like you, you’ll fit right in.

You are focused on helping people and are a customer-centric professional with a track record of going above and beyond for customers. You communicate clearly, simplify complex concepts, enjoy solving problems, and thrive in a fast-paced startup environment. You are analytical, a self-starter, and ready to affect change.

Our Customer Support, Payments team is dedicated to helping customers run their business with confidence. We are the payments and tax experts our customers rely on, assisting with payroll, tax concerns, and related inquiries. You will support small business customers with payroll, payments, tax, billing, customer retention, company offboarding, and reporting, and contribute to internal discussions regarding product enhancements. This is a fast-paced and rewarding role with a positive impact on customers and their businesses.

• Take ownership of key aspects of customer payroll and money movement, including payments, tax relief programs, end-of-year filings, ACH processing, billing, and related inquiries.
• Explain payroll concepts and compliance in simple terms to customers, providing product and subject-matter education.
• Provide specialized services to admins including payments issue triage and support, customer retention, seamless company offboarding, and specialty payments/tax projects.
• Gather feedback from at-risk customers to understand concerns and potential churn, and identify areas for improvement.
• Collaborate with the Retention team to share insights and coordinate efforts to retain at-risk customers.
• Become a payroll and payments product expert and a go-to resource for customers and coworkers.
• Demonstrate professionalism and compassion when handling sensitive matters.
• De-escalate and resolve issues using available resources and platform expertise.
• Work with cross-functional teams to identify areas for product or process improvements to better serve customers.
• Provide creative solutions to answer questions, guide customers, troubleshoot, resolve issues, and route feedback.
• Provide multi-channel support (phone, email, chat, video conferencing) with urgency and respect for deadlines.
• Perform other related duties as assigned based on department and organizational needs.

As a Customer Support Specialist, Payments, success is defined by how results are achieved. Your competencies include:

• Consultative – build relationships, understand problems, and develop solutions through open-ended questions and active listening.
• Taking responsibility – accountability, commitment, and ownership for decisions and actions.
• Adaptability – adjust approach in response to changes in the external environment.
• Solution-oriented – identify root causes and provide effective solutions.
• Curious – desire to learn, grow, and understand.
• Detail-oriented – high attention to detail, thorough, accurate, organized, and productive.

All Just workers align their behaviors to our core values known as COGIS:

• Camaraderie – collaborate toward a higher purpose, be respectful, and help others.
• Openness – share information, consider others’ perspectives, and welcome feedback.
• Grit – commit, persevere, and approach work with a positive attitude.
• Integrity – do what you say, be honest, and lead by example.
• Simplicity – keep things simple and effective.

• 6+ years of professional experience in customer service or a client-facing role, preferably in a B2B SaaS environment or B2B contact center.
• 1 year of experience working with payroll concepts and practices.
• Prior experience in PEO, payroll, or HR industries is a plus.
• Track record of operating in a time-sensitive or deadline-driven environment.

The base wage range for this position…