Customer Support Specialist, Benefits

Who We Are Justworks is a startup dedicated to helping businesses focus on running their operations by solving HR challenges. We work in a casual, supportive environment and value entrepreneurship and continuous improvement. Our Values Our core values—Camaraderie, Openness, Grit, Integrity, and Simplicity—guide the way we work with customers and each other. Who You Are You are a customer‑centric, empathetic communicator who simplifies complex concepts and thrives in a fast‑paced, data‑driven startup. You bring strong problem‑solving skills and a willingness to take ownership of challenging situations. Job Overview The Benefits Support Specialist provides comprehensive assistance to small‑business customers on all aspects of employee benefits and wellness perks. This role involves answering inquiries via phone, tickets, and chat, troubleshooting issues, and collaborating with cross‑functional teams to enhance product experience. Shift Schedule Monday‑Friday, 9:00am–6:00pm EST. Mandatory paid training: 4 weeks, 9:00am–6:00pm EST Monday‑Friday. Responsibilities Take ownership of customer benefit issues from start to finish, covering medical, dental, vision, retirement, life and disability insurance, HSA/FSA, commuter benefits, and wellness perks. Become a subject‑matter expert on Justworks benefits tools and serve as a go‑to resource for customers and teammates. Respond to inquiries via phone, ticket, and chat, providing guidance, troubleshooting, and resolution based on plan documents and business rules. Manage a queue of open issues and deliver timely, effective solutions. Utilize chat functionality to assist customers in administering group health and welfare plans, ensuring compliance with Section125, COBRA, HIPAA, FMLA, and applicable laws. Communicate policies, eligibility, and employee rights clearly and professionally. Collaborate with cross‑functional teams to identify opportunities for product and process improvement. Perform related duties as assigned. Qualifications Must be based in Tampa, Florida. 6+ years of customer/client‑facing experience. At least 1 year of experience with employee benefits concepts and practices. Track record of thriving in time‑sensitive, deadline‑driven environments. Strong verbal and written communication skills, capable of simplifying complex concepts. Excellent time management, organization, and task prioritization. Proficiency with Zendesk, JIRA, Talkdesk, or related tools. Spanish or another business‑conversation language is a plus. Base wage range: $32.55 to $35.81 per hour for the Tampa, Florida office. Diversity and Inclusion Justworks is an equal‑opportunity employer. We celebrate diversity of identity, culture, and life experience and are committed to providing reasonable accommodations for qualified candidates and employees with disabilities. #J-18808-Ljbffr