Customer Experience Specialist, Justworks
$43.75 to $52.88 per hour.
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
Be an early applicant
$43.75 to $52.88 per hour.
1001+ employees
Company mission
To help entrepreneurs and businesses grow with confidence.
Role
Who you are
- 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.”
- Three years in a current CSO role, including Success, CSOS, Support Specialist, or HR Consulting
- Proven experience in a support role, ideally within a technical or advisory capacity
- Exceptional problem-solving skills with a proven track record of resolving complex technical issues
- Strong technical acumen, with the ability to quickly grasp new technologies, products, and software
- Excellent communication and interpersonal skills, capable of conveying complex solutions in a clear and understandable manner
- Demonstrated ability to work collaboratively across different teams and departments
- Highly organized and able to manage multiple priorities in a dynamic, fast-paced environment
- Experience with SQL, Jira, CS Tools, Confluence, and Zendesk preferred
What the job involves
- As a Customer Experience Specialist, you are a dedicated professional with extensive customer service and technical support experience.
- Your expertise is mostly in diagnosing issues, reporting bugs and incidents, providing practical solutions, and enhancing user satisfaction.
- With a keen eye for detail and a commitment to excellence, you have a proven track record of successfully managing complex customer support cases, resolving critical moments, and developing innovative solutions that improve service delivery
- You have a unique ability to adapt your technical knowledge to assist our frontline support with a variety of situations, diagnose their problems, and ensure they receive timely and accurate solutions.
- You have the drive to continually identify and provide critical feedback to our internal teams to improve our product offerings and functions.
- You are excellent at communicating complex information about our product and processes understandably and patiently, which will be vital to building strong relationships with our internal customers and team members
- Serve as a primary point of contact for high-level customer support inquiries, ensuring a positive resolution
- Serve as an embedded CX representative on a Product Mission Team, developing deep expertise in assigned product areas and partnering in discovery, proof of concepts, solution design, and roadmap discussions to represent the voice of the customer and CSO
- QA new product features and enhancements prior to launch, validating functionality, workflows, and edge cases to ensure operational readiness
- Partner cross-functionally with Revenue Effectiveness,and PMM to prepare the CSO for product and operational launches by creating enablement materials, leading coaching sessions, and translating complex updates into clear, actionable guidance
- Serve as the first point of validation for reported bugs and incidents, investigating and reproducing issues, submitting detailed Jira tickets, and partnering with Product, Engineering, and the Senior Manager of Incident Management to drive timely resolution
- Monitor active bugs and incidents through resolution, identifying trends and recurring themes to inform long-term product improvements
- Maintain and enhance internal knowledge management resources (CS Confluence) and partner with Customer Education to ensure Help Center content reflects accurate, up-to-date product functionality and best practices
- Collaborate with Solutions, Incident Management, Technical, and Product Development teams to identify, analyze, and resolve complex product issues while continuously advocating for customer and CSO needs
Our take
Justworks operates in an increasingly crowded space of all-in-one business operation suites, that include tools like human resources, payroll, employee management, benefits, and others that businesses critically need to operate as they scale.
Globally, human resource management has become an extremely fertile field, creating great opportunity for Justworks to continue to grow. The company is regarded as a market leader, but does see competition in the shape of Paychex Flex, Rippling, Paylocity, and TriNet, among others.
Justworks' solutions have proven extremely popular with SMEs, and this has not gone unnoticed by investors - with the company picking up considerable amounts of funding. The company is known to have sights on going public, though these were delayed somewhat by market conditions. That said, it has continued to expand operations and acquired Via in 2024, signalling that its going strong.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2023
$16.9m
LATE VC
Jan 2020
$50m
SERIES E
Total funding: $159.9m
Company benefits
- Paid volunteer work
- Paid parental leave
- Work from home opportunities
- Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc
- Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more
- All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure
- Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching
- Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Founder & Director)Experience as a Senior Product Manager at Amazon before founding Adtuitive and serving as COO for a year. Left this position to spend 3 years as a VP at Etsy, before founding Justworks.
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