Global Customer Experience Specialist

Justworks, Inc.; Ciudad de México; Híbrido; MXN 756.000 - 973.000; Jornada completa

Descripción de la vacante

Justworks, Inc. is seeking a Customer Experience Specialist (International) based in Mexico City to support global customers in payroll, benefits, and EOR contexts. You will diagnose issues, provide practical solutions, and collaborate with product and international teams to improve offerings.

You will lead international workflows, contribute to training, and help scale our support with automation and AI while maintaining exceptional customer satisfaction across time zones.

Formación

• 4+ years in a customer-facing role, ideally with experience in international/eor contexts.
• Proven experience in a support role, including technical aspects.
• Excellent communication and interpersonal skills with the ability to explain complex solutions clearly.
• Demonstrated ability to work collaboratively across teams and departments.
• Highly organized and able to manage multiple priorities in a fast-paced environment.
• Experience with SQL, Jira, CS Tools, Confluence, and Zendesk preferred.

Responsabilidades

• Serve as a primary point of contact for high-level customer support inquiries, including international payroll, benefits, and EOR-related cases.
• Own subject matter expertise across Justworks products, with a specialization in international offerings, and partner closely with Product teams.
• Collaborate with Solutions, Incident Management, Technical, Product Development, and International teams to identify and resolve complex product issues.
• Partner with International Consultants and cross-functional stakeholders to navigate compliance, HR, and regulatory nuances impacting global customers.
• Develop and implement strategic solutions to improve customer experience, product performance, and scalability for international support.
• Lead training sessions and workshops for internal teams on international workflows, new features, and best practices.
• Enhance and build internal documentation, FAQs, and SOPs in CS Confluence/Help Center to support international customer scenarios.
• Advocate for customer needs and insights, including international trends, in product development discussions to influence roadmap decisions.
• Maintain biweekly and monthly syncs with stakeholders across Product, Operations, Legal, and International teams to stay aligned on updates.

Conocimientos

Customer-facing

Support experience

Communication skills

Cross-functional collaboration

Time management

SQL

Jira

Confluence

Zendesk

Herramientas

SQL

Jira

Confluence

Zendesk

CS Tools

Descripción del empleo

Justworks, Inc. is seeking a Customer Experience Specialist (International) based in Mexico City to support global customers in payroll, benefits, and EOR contexts. You will diagnose issues, provide practical solutions, and collaborate with product and international teams to improve offerings.

You will lead international workflows, contribute to training, and help scale our support with automation and AI while maintaining exceptional customer satisfaction across time zones.