Customer Support Specialist, Payments

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 Customer Support, Payments team at Justworks is dedicated to helping our customers run their business with confidence. We are the payments and tax experts our customers rely on, and we help our customers pay their people with ease. Our team takes ownership of our customer’s payroll and tax concerns, and we actively drive issues to resolution. In this role you will support our small business customers with inquiries related to payroll, payments, tax, billing, customer retention, company offboarding, and reporting, 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. Please note: We are currently hiring for the shift schedule of Monday- Friday, 11am-8pm 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 Take ownership of key aspects of our customer’s payroll and money movement, such as: payments, tax relief programs, end of year filings, ACH processing, billing, and additional payments related inquiries Explain complicated concepts and compliance related to payroll tasks (final pay terminations, overpayments, manual payments) in simple, user-friendly terms for our customers, providing them with both product and subject matter education Provide specialized services to admins including payments issues triaging support, customer retention, seamless company offboardings, and specialty payments/tax projects and programs Gather feedback from at-risk customers to understand their concerns, reasons for potential churn, and areas where we can improve Collaborate with our Retention team to share insights and coordinate efforts to retain at-risk customers Build mental muscle and become a payroll payments product expert - you'll be a go to resource for both customers and coworkers Display a high level of professionalism and compassion when working with each account on sensitive matters De-escalate and resolve issues with confidence by effectively using resources and platform expertise Interact with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvement Work through creative solutions to effectively answer custome ... (truncated, view full listing at source)