Benefits Support Specialist — Expert Help for Teams

Justworks; New York (NY); On-site; USD 44,083 - 53,726; Full time

Job summary

Justworks is seeking a Customer Support Specialist, Benefits in New York City. You will own benefits-related inquiries, becoming a subject matter expert and guiding customers through plan details, eligibility, and compliance.

The role emphasizes empathy, clear communication, and collaborative problem solving. The ideal candidate has 6+ years in customer-facing roles, 1+ year with benefits concepts, and proficiency with Zendesk/JIRA/Talkdesk.

Qualifications

• 6+ years in a customer/client-facing role
• 1 year of benefits concepts/practices experience
• Experience with Zendesk, JIRA, Talkdesk or related tools
• Spanish or another second language a plus
• Availability to work Monday–Friday 11am–8pm ET with onsite NY office days

Responsibilities

• Take ownership of customer benefits issues across Medical, Dental, Vision, Retirement, Life, Disability, HSA/FSA, and other perks
• Become a benefits SME within Justworks’ tools
• Respond to inquiries via phone, tickets, and chat to optimize benefits administration
• Develop solutions using plan documents and business rules
• Manage a queue of open issues to provide timely resolution
• Maintain professionalism and empathy with customers on sensitive matters
• Ensure benefit plans comply with Section 125, COBRA, HIPAA, FMLA and relevant laws
• Collaborate with cross-functional teams to improve product or processes
• Perform additional duties as assigned

Skills

Customer focus

Communication

Analytical thinking

Self-starter

Adaptability

Curiosity

Education

CEBS

CBP

Tools

Zendesk

JIRA

Talkdesk

Job description

Justworks is seeking a Customer Support Specialist, Benefits in New York City. You will own benefits-related inquiries, becoming a subject matter expert and guiding customers through plan details, eligibility, and compliance.

The role emphasizes empathy, clear communication, and collaborative problem solving. The ideal candidate has 6+ years in customer-facing roles, 1+ year with benefits concepts, and proficiency with Zendesk/JIRA/Talkdesk.