Customer Support Specialist, Justworks
Payments
Salary not provided
The base wage range for this position based in our New York City Office is targeted at $35.00 to $38.50 per hour
GSuite
Zendesk
JIRA
Senior and Expert level
New York
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
FintechB2BEnterpriseHRCompliancePaymentsSaaS
Be an early applicant
Salary not provided
The base wage range for this position based in our New York City Office is targeted at $35.00 to $38.50 per hour
GSuite
Zendesk
JIRA
Senior and Expert level
New York
1001+ employees
FintechB2BEnterpriseHRCompliancePaymentsSaaS
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- 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 an analytical, motivated self-starter who thrives in a fast-paced start-up environment
- You have the willingness to lean into a challenge and affect change
- As a Customer Support Specialist, Payments, 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
- Detail - Oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation
- 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.”
- 6+ years minimum professional experience in customer service or client-facing role - preferably in 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 a plus
- A track record of operating in a time sensitive or deadline driven environment
- Curiosity and an aptitude for learning new things and understanding how and why things work
- Acute attention to detail
- Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
- Excellent at time management, organization, and prioritizing tasks
- Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools
- Preferred Payroll industry certification(s): Certified Payroll Professional (CPP) or Fundamentals of Payroll Certification (FPC)
- Spanish language capability, or other second language at business conversation level, a plus
What the job involves
- Our Customer Support, Payments team at Justworks is dedicated to helping our customers run their business with confidence
- We are the payments and tax experts our customers rely on, and we help our customers pay their people with ease
- Our team takes ownership of our customer’s payroll and tax concerns, and we actively drive issues to resolution
- In this role you will support our small business customers with inquiries related to payroll, payments, tax, billing, customer retention, company offboarding, and reporting, and contribute to internal discussions regarding product enhancements
- We believe a positive team is the strongest unit, and we strive to make ourselves and each other better
- 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
- We are currently considering candidates for either a 9am-6pm EST & 10:30am-7:30pm EST shift schedule in our NYC office
- 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, overpayments, 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
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 acquisition of
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
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 values
- Camaraderie: As a growing company, we know how crucial teamwork, higher purpose, and a healthy dose of fun can be to success. Be an active listener, treat people respectfully, and have a strong desire to know and help others.
- Openness: We believe in radical transparency. This means being willing to share information, understand other perspectives, and consider new possibilities. Be curious, ask open questions, and be receptive to thoughts and feedback from others.
- Grit: They say when the going gets tough, the tough get going. We are a team of hardworking individuals with the courage to persevere. Be committed, be earnest, and dive in to get the job done well with a positive attitude.
- Integrity: We do the right thing. Be honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
- Simplicity: We make things easy for everyone to understand and do. Be innovative, unafraid of streamlining processes, a clear and concise communicator, and don't overcomplicate solutions.
Company HQ
Fulton Ferry District, NY
Articles
Leadership
Isaac Oates
(Executive Chair)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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