Customer Support Advocate, Employees

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 treat others with care and empathy, and assume the best intentions in others. You love to break down complicated concepts into simple terms and solve problems. You are a smart, motivated self-starter looking to learn a lot and join a fast growing company with a top notch culture. The Customer Support team at Justworks is in charge of leading 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 crucial part of the overall Justworks service offering. In this role you will support the worksite employees (WSEs) of our small business customers on a variety of inquiries related to timecards, paychecks, benefits, 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, their employees, and their businesses. Please note: We are currently hiring for the shift schedule of Monday-Friday, 7am-4pm EST If hired, you will be expected to attend mandatory 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’ 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 WSEs with eligibility and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement and COBRA Resolve WSE inquiries related to their 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 in shortest possible time frame while keeping customers regularly informed of status and anticipated resolution timing Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering 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, skill ... (truncated, view full listing at source)