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Justworks · 1 day ago

Customer Support Advocate, Employees

New York, New York

Full-time

Hybrid

Mid Level

$26/hr - $28.60/hr

4+ years exp

Justworks is a company focused on helping small businesses manage HR issues and providing a supportive work environment. The Customer Support Advocate will manage inquiries from employees of small business customers, providing expert-level support on various HR-related matters, and driving issues to resolution.

Bookkeeping and PayrollComplianceEmployee BenefitsHealth InsurancePayments

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 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

Qualification

Customer service experienceSaaS knowledgeSpanish languageCommunication skillsProblem-solving skillsEmpathyAdaptabilitySelf-starter

Required

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