Customer Support Advocate, Justworks
Admins, Temporary Contract
The base wage range for this position is targeted at $30.00 per hour
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
Be an early applicant
The base wage range for this position is targeted at $30.00 per hour
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- If you're looking to demonstrate your skills, make a real impact, and potentially grow with us long-term, we'd love to hear from you
- You are focused on and committed to helping people. You are a customer fanatic with a proven track record of going above and beyond for your customers. You treat others with care and empathy, and assume the best intentions in others
- You are a great communicator, being able to simplify complex concepts into clear, easy-to-understand terms. You love to solve problems and figure out how and why things work
- You are a smart, motivated self-starter who thrives in a fast-paced start-up environment. You have the willingness to lean into a challenge and affect change
- 5 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments
- 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 and speaking with all levels of management including business owners and executives - ability to be empathetic, compassionate, responsive and resourceful
- Strong written (email and chat) and verbal (telephony) 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, and to know how to organize and prioritize your workload
- Proven self-starter, taking ownership and accountability over your work
- Spanish language capability, or other second language at business conversation level, a plus
What the job involves
- This is a temporary contract position with full-time conversion potential. You'll be fully embedded in our Customer Support team, working alongside full-time Justworkers and contributing to the same meaningful work from day one
- At the end of the contract period, high-performing contractors may be considered for conversion to a permanent full-time role, subject to business need and individual performance. While conversion is not guaranteed, we are committed to giving every contractor a clear picture of where they stand and what success looks like
- The Customer Support team at Justworks is in charge of solving 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 big reason why our customers love Justworks. In this role you will support the administrators and executives of our small business customers on a variety of inquiries related to payroll, tax, benefits, compliance, the Justworks product, 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 and their businesses
- Manage inbound inquiries from our small business customers via phone, email, and chat
- Interface with customers at all levels of management including senior executives with inquiries and troubleshooting related to all aspects of the Justworks platform including compliance, workers’ compensation, managing time off policies, reporting, integrations, performing bulk actions, and other HR related topics
- Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
- Manage queue of open issues to deliver timely and effective solutions
- Appropriately utilize available resources to resolve customer issues
- Help with customer retention and contribute recommendations for improving our product and processes
- Display a high level of professionalism and compassion when working with each customer on sensitive matters
- Perform other related duties as assigned
- As a Customer Support Advocate, 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
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, worth over $20 billion annually and predicted to grow to over $50 billion annually by 2030 - 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.
Solutions delivered by Justworks have proven to be extremely popular with SMEs, and this has not gone unnoticed by investors, with the company picking up exceptional amounts of funding. Justworks is known to have sights on going public, though action towards this end has been delayed until global mass-market conditions have settled from a period of volatility. However, the company's 2024 acquisition of the international employment-of-record (EOR) company Via is a promising sign of it's continued strength.
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.
- Engineering Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Founder & Directive)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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