[Remote] Customer Support Advocate, Employees

Note: The job is a remote job and is open to candidates in USA. Justworks is a company that supports businesses by solving HR issues and providing a welcoming environment with great benefits. The Customer Support Advocate role involves managing customer inquiries, providing expert-level support on various HR-related matters, and ensuring a positive customer experience while maintaining product expertise.

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

Skills

• 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
• Experience working in SaaS, HR, payroll, PEOs, or health benefits a plus
• Spanish language capability, or other second language at business conversation level, a plus

Benefits

• A welcoming and casual environment
• Great benefits
• Wellness program offerings
• Company retreats
• The ability to interact with and learn from leaders in the startup community
• Mandatory training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule
• Medical, Dental, and Vision insurance
• Life Insurance
• Flexible Spending Accounts
• Health Savings Accounts
• Commuter benefits
• Long and Short Term Disability insurance
• Retirement
• COBRA

Company Overview