[Remote] Customer Support Advocate, Admins

Note: The job is a remote job and is open to candidates in USA. Justworks is a company focused on helping businesses manage HR issues in a supportive environment. They are seeking a Customer Support Advocate to assist small business customers with inquiries related to payroll, tax, benefits, compliance, and other HR-related matters, ensuring a positive experience and resolution of customer concerns.

Responsibilities

• 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

Skills

• 5 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments
• 1 year minimum experience in payroll, benefits, and/or HR administration
• A passion for delighting customers and helping people
• Comfort handling challenging situations over the phone and speaking with all levels of management including business owners and executives - ability to be empathetic, compassionate, responsive and resourceful
• Strong written (email and chat) and verbal (telephony) 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
• Spanish language capability, or other second language at business conversation level, a plus

Benefits

• Welcoming and casual environment
• Great benefits
• Wellness program offerings
• Company retreats
• Ability to interact with and learn from leaders in the startup community
• Mandatory virtual training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule

Company Overview