Customer Support Specialist

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. 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 off‑boarding, 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. This role would be required to work Monday‑Friday from 11am‑8pm ET, with Tuesdays and Wednesdays as the team's onsite days at our office at 55 Water Street in New York City. 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 issue triaging & support, customer retention, seamless company off‑boarding, 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. How You Will Do Your Work As a Customer Support Specialist, Payments, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies: Consultative – takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open‑ended questions and active listening. Taking Responsibility – being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior. Adaptability – the ability to adjust your approach or actions in response to changes in your external environment. Solution‑oriented – identifies the source of a question or challenge and provides the right, or a better, way of doing things. Curious – the innate desire to learn, grow and understand. Detail‑Oriented – exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation. Qualifications Must be available to work Monday‑Friday from 11am‑8pm ET, with Tuesdays and Wednesdays as the team's onsite days at our office at 55 Water Street, in New York City (required). 6+ years minimum professional experience in customer service or client‑facing role – preferably in B2B SaaS environment or B2B contact center (required). 1 year of experience working with payroll concepts and practices (required). Prior experience in PEO, payroll, or HR industries (preferred). 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. 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 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. Diversity At Justworks Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers. The base wage range for this position based in our New York City Office is targeted at $32.21 to $39.18 per hour. #LI‑Hybrid #LI‑BF1 For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks. #J-18808-Ljbffr