Customer Support Specialist, Payments

About the role

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. Our Values If this sounds like you, you'll fit right in.

Responsibilities

• 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 issues triaging & support, customer retention, seamless company offboardings, 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 behav

Requirements

• Please note: We are currently hiring for the shift schedule of Monday- Friday, 8am-5pm EST.
• If hired, you will be expected to attend mandatory training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule.
• Your Success Profile

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