Customer Support Advocate, Employees

The role

You will support worksite employees of small business customers regarding inquiries about timecards, paychecks, benefits, and HR matters. You will manage inbound inquiries via phone, email, or chat and provide expert-level support for software, payroll, and compliance.

What you will do

• Manage inbound inquiries from small business customers' employees via phone, email, or chat
• Provide expert-level support around software, benefits, payroll, compliance, and HR
• Assist WSEs with eligibility and enrollment in benefits and perks
• Resolve WSE inquiries related to paychecks, time and attendance, tax withholdings, and tax documents
• Maintain product expertise on software
• Manage open cases in CRM
• Ensure proper triage, escalation, and resolution of higher-level issues
• Contribute recommendations for improving product and processes
• Communicate bugs to engineering
• Perform other related duties as assigned

Required qualifications

• 4 years minimum professional experience in customer service
• Strong customer service instincts and comfort handling challenging situations over the phone
• Strong written and verbal communication skills
• Acute attention to detail
• Aptitude for learning new products and explaining complicated topics in simple terms
• Ability to come up with creative solutions and organize and prioritize workload
• Proven self-starter, taking ownership and accountability over work

Nice to have

• Experience in B2B SaaS or contact center environments
• Experience working in SaaS, HR, payroll, PEOs, or health benefits
• Spanish language capability, or other second language at business conversation level

Benefits

• Great benefits
• Wellness program offerings
• Company retreats

About the company

Justworks helps businesses get off the ground by enabling them to focus on running their business by solving HR issues. They are a data-driven company that works in a supportive, entrepreneurial environment.