Customer Experience Specialist: Product & Support Lead

Justworks; New York (NY); Hybrid; USD 91,000 - 110,000; Full time

Job summary

Justworks is seeking a CX Specialist in our New York City office. You will diagnose issues, report bugs, and deliver practical solutions to improve customer satisfaction. You’ll embed with cross-functional teams, validate features prior to launch, and help craft enablement materials for product rollout.

The role emphasizes clear communication, problem solving, and collaboration with product, engineering, and incident management to resolve complex issues efficiently.

Qualifications

• Three years in a CSO or customer-success oriented role or equivalent experience.
• Strong technical acumen with ability to diagnose complex product issues.
• Excellent communication and ability to translate complex updates clearly.

Responsibilities

• Serve as a primary point of contact for high-level customer support inquiries, ensuring a positive resolution.
• QA new product features and provide insight to improve user experience.
• Collaborate with product, engineering, and incident management to drive timely resolution.
• Create enablement materials and coach teams for product launches.
• Maintain knowledge resources and ensure Help Center reflects current functionality.

Skills

Customer support

Technical troubleshooting

Communication

Tools

SQL

Jira

Confluence

Zendesk

CS Tools

Job description

Justworks is seeking a CX Specialist in our New York City office. You will diagnose issues, report bugs, and deliver practical solutions to improve customer satisfaction. You’ll embed with cross-functional teams, validate features prior to launch, and help craft enablement materials for product rollout.

The role emphasizes clear communication, problem solving, and collaboration with product, engineering, and incident management to resolve complex issues efficiently.