Customer Support Specialist, Benefits

Warmada; New York (NY); Hybrid; USD 44,000 - 54,000; Full time

Job summary

Justworks is seeking a benefits specialist in New York City to support small business customers with inquiries related to benefits and wellness perks. You will own issues end-to-end, leverage plan documents, and guide customers with empathy and clarity.

Work with internal teams to improve processes while maintaining regulatory compliance. A base wage range is posted for the NYC office, with a hybrid work setup and opportunities to grow in a fast-paced startup environment.

Qualifications

• 6+ years of work experience in a customer/client-facing role.
• Experience with benefits concepts and practices.
• Proven track record in time-sensitive, deadline-driven environment.
• Strong verbal and written communication skills.
• Experience with Zendesk, JIRA, Talkdesk or related tools.
• Spanish language capability, or another business-level second language.

Responsibilities

• Take ownership of customer benefits issues from start to finish across Medical, Dental, Vision, Retirement, Life Insurance, Disability, HSA/FSA, and other perks.
• Become a benefits subject matter expert for both customers and coworkers.
• Answer inquiries by phone, ticket, and chat to optimize benefits administration.
• Provide guidance, troubleshoot, and resolve issues using plan documents and business rules.
• Manage a queue of open issues delivering timely solutions.
• Maintain professionalism and compassion when handling sensitive matters.
• Communicate policies, eligibility, and employee rights clearly.
• Collaborate with cross-functional teams to improve product or processes.

Skills

Customer-focused

Strong communicator

Analytical thinker

Time management

Bilingual Spanish

Education

CEBS or CBP certification

Tools

Zendesk

JIRA

Talkdesk

Job description

Who We Are

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, you’ll fit right in.

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.

Our Benefits Support team at Justworks is dedicated to helping our customers run their business with confidence. We are the benefits experts our customers rely on, and we help our customers manage their benefits and perks with ease. Our team takes ownership of our customer’s benefits concerns, and we actively drive issues to resolution. In this role you will support our small business customers with inquiries related to benefits and wellness perks , 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.

A variety of shifts and hours are available, and we will work with you to find the best fit.

Your Success Profile

What You Will Work On

• Take ownership of customer benefits issues from start to finish, in areas including but not limited to Medical, Dental, Vision, Retirement, Life Insurance, Disability Insurance, HSA and FSA, Commuter benefits, and other wellness perks


• Build mental muscle and become a benefits subject matter expert in the benefits tools within Justworks - you'll be a go to resource for both customers and coworkers


• Answer inquiries on phone, tickets, and chat to help our customers optimize Justworks to administer group health and welfare plans and other benefits and perks


• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues by utilizing plan documents and business rules


• Manage a queue of open issues to deliver timely and effective solutions


• Display a high level of professionalism and compassion when working with each customer on sensitive matters


• Leverage chat functionality to help our customers optimize Justworks to administer group health and welfare plans, including, but not limited to, Health, Life, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Leaves Administration, Disability Insurance, and Commuter Benefits. Ensures benefit plans are within the guidelines of Section 125, COBRA, HIPAA, FMLA, and any city, state, and federal laws


• Communicate customers in regards to policies, benefit eligibility, and employee rights and responsibilities


• Interact with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvement


• Perform other related duties as assigned

How You Will Do Your Work

• 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.

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 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.”

Qualifications

• 6+ years of work experience in a customer/client-facing role


• 1 year of experience working with benefits concepts and practices


• 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


• 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 or related tools


• (Certified Employee Benefits Specialist (CEBS)? Or also CBP (certified benefits professional)?)


• Spanish language capability, or other second language at business conversation level, a plus

The base wage range for this position based in our New York City Office is targeted at $32.21 to $39.18 per hour.

#LI-Hybrid #LI-KC2
Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at [e-mail]. Your comfort and success matter to us, and we're here to ensure an inclusive experience.