Justworks · 10 hours ago
Customer Support Specialist, Payments
New York, NY
Full-time
Hybrid
Senior Level
$35/hr - $38.50/hr
6+ years expJustworks is a company that helps businesses get off the ground by solving HR issues. In this role, you will support small business customers with inquiries related to payroll, payments, tax, and billing, while also contributing to product enhancements to improve customer experience.
AccountingLegalPaymentsHuman ResourcesHealth InsuranceBookkeeping and PayrollComplianceEmployee Benefits
Responsibilities
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 customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
Multi-channel support, including phone, email, chat, and video conferencing, to communicate with our customers with a sense of urgency and in alignment with strict deadlines
Perform other related duties as assigned based on department and/or organizational needs
Qualification
Required
6+ years minimum professional experience in customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center
1 year of experience working with payroll concepts and practices
Prior experience in PEO, payroll, or HR industries a plus
A track record of operating in a time sensitive or deadline driven environment
Curiosity and an aptitude for learning new things and understanding how and why things work
Acute attention to detail
Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
Excellent at time management, organization, and prioritizing tasks
Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools
Preferred
Preferred Payroll industry certification(s): Certified Payroll Professional (CPP) or Fundamentals of Payroll Certification (FPC)
Spanish language capability, or other second language at business conversation level, a plus
Benefits
Great benefits
Wellness program offerings
Company retreats
Company
Justworks
Justworks is a cloud-based HR and payroll platform that helps small and mid-sized companies manage payroll, benefits, compliance, and HR.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$159.84MKey Investors
FirstMark,Union Square VenturesFirstMarkRedpoint
2023-11-01Series Unknown· $16.84M
2020-01-28Series E· $50M
2018-03-06Series D· $40M
Leadership Team
Michael Seckler
Chief Executive Officer
David Feinberg
Senior Vice President Risk & Insurance Programs
Recent News
Index Ventures
2025-12-29
2025-11-23
2025-10-30
Company data provided by crunchbase