SaaS Customer Support Specialist

Justworks, Inc.; New York, Northern (NY, KY); Hybrid; USD 55,000 - 65,000; Full time

Job summary

Justworks, Inc. is seeking a Customer Support Advocate in New York City to handle inquiries from small business employees about timecards, paychecks, benefits, and HR services. You will learn Justworks products, maintain strong customer relationships, and provide accurate guidance with empathy.

You will join a team that values collaboration, accountability, and a white-glove experience for customers, with training and ongoing growth opportunities in a fast-growing company.

Qualifications

• 4 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments
• Strong customer service instincts and comfort handling challenging situations over the phone with the ability to be empathetic, compassionate, responsive and resourceful
• A passion for delighting customers and helping people
• Strong written (email and chat) and verbal (telephone) communication skills with acute attention to detail
• Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
• Ability to come up with creative solutions to any problem you face, and to know how to organize and prioritize your workload
• Proven self-starter, taking ownership and accountability over your work
• Experience working in SaaS, HR, payroll, PEOs, or health benefits a plus
• Spanish language capability, or other second language at business conversation level, a plus

Responsibilities

• Manage inbound inquiries from our small business customers’ employees via phone, email, or chat
• Provide expert-level support to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR
• Assist employees with eligibility and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, FSAs, HSAs, commuter benefits, disability, retirement and COBRA
• Resolve inquiries related to paycheck, time & attendance, tax withholdings, and tax documents
• Maintain product expertise on our software and be the go-to resource for customers
• Manage open cases in our CRM to resolve inquiries promptly while keeping customers informed of status
• Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner
• Escalate higher-level issues to Team Leads or subject matter experts as needed
• Contribute recommendations for improving our product and processes while advocating for customers and communicating bugs to engineering
• Perform other related duties as assigned

Skills

Customer service

Communication

Problem solving

Active listening

SaaS knowledge

Team player

Empathy

Job description

Justworks, Inc. is seeking a Customer Support Advocate in New York City to handle inquiries from small business employees about timecards, paychecks, benefits, and HR services. You will learn Justworks products, maintain strong customer relationships, and provide accurate guidance with empathy.

You will join a team that values collaboration, accountability, and a white-glove experience for customers, with training and ongoing growth opportunities in a fast-growing company.