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Customer Support Advocate

2 months ago

Tampa, Florida, United States Justworks Full time
About the Role

We're seeking a highly skilled and empathetic Customer Support Advocate to join our team at Justworks. As a key member of our Customer Support team, you will be responsible for providing exceptional support to our small business customers' employees, ensuring their needs are met and their experiences are positive.

Key Responsibilities
  • Manage inbound inquiries from our customers' employees via phone, email, or chat, providing expert-level support and resolving issues in a timely and professional manner.
  • Provide in-depth knowledge of our product and services, including software, benefits, payroll, compliance, and HR, to assist customers with their inquiries.
  • Assist customers 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 customer inquiries related to their paycheck, time and attendance, tax withholdings, and tax documents.
  • Maintain product expertise and be the go-to resource for customers, providing accurate and timely information to ensure a positive experience.
  • Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner, creating 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.
Requirements
  • 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.
About Justworks

Justworks is a company that values diversity, equity, and inclusion. We're committed to creating a workplace where everyone feels welcome and valued. We believe that our differences are what make us stronger, and we're dedicated to providing a supportive and inclusive environment for all our employees.

We're proud to be an equal opportunity employer, and we welcome applications from candidates of all backgrounds. If you're passionate about delivering exceptional customer service and making a positive impact, we'd love to hear from you.