Customer Support Advocate, Admins

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 a smart, motivated self-starter who thrives in a fast-paced start-up environment. You have the willingness to lean into a challenge and affect change. The Customer Support team at Justworks is in charge of solving all customer service inquiries, no matter how big or small. Our team represents all of Justworks, we take responsibility and ownership of our customer’s concerns, and we actively drive issues to resolution. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. We are the experts our customers rely on, and a big reason why our customers love Justworks. In this role you will support the administrators and executives of our small business customers on a variety of inquiries related to payroll, tax, benefits, compliance, the Justworks product, and other HR related matters. 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. Please note: We are currently hiring for three shifts. Wednesday through Saturday 9AM EST - 8PM EST, Wednesday through Saturday 10 AM EST- 9 PM EST, and Sunday through Wednesday 10AM -9PM EST. If hired, you will be expected to attend mandatory virtual training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule. Your Success Profile What You Will Work On Manage inbound inquiries from our small business customers via phone, email, and chat Interface with customers at all levels of management including senior executives with inquiries and troubleshooting related to all aspects of the Justworks platform including compliance, workers’ compensation, managing time off policies, reporting, integrations, performing bulk actions, and other HR related topics. Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback Manage queue of open issues to deliver timely and effective solutions Appropriately utilize available resources to resolve customer issues Help with customer retention and contribute recommendations for improving our product and processes Display a high level of professionalism and compassion when working with each customer on sensitive matters Perform other related duties as assigned How You Will Do Your Work As a Customer Support Advocate, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies: Consultative - takes an approach that focuses on building relationshi ... (truncated, view full listing at source)