Justworks
Overview
Justworks offers a welcoming environment with great benefits, wellness programs, company retreats, and opportunities to learn from leaders in the startup community. We’re data-driven, continually iterating, and focused on helping businesses get off the ground by solving HR issues. If you thrive in a supportive, entrepreneurial environment and want to build something meaningful, we’d love to hear from you. Who You Are You are focused on helping people and are committed to delivering excellent service. 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, assume the best intentions in others, and communicate clearly. You enjoy solving problems, understanding how and why things work, and you’re an analytical, motivated self-starter who thrives in a fast-paced startup environment. You are willing to lean into challenges and drive change. Our Customer Support, Payments team at Justworks helps customers run their business with confidence. We are the payments and tax experts customers rely on, and we help them pay their people with ease. The team takes ownership of payroll and tax concerns, actively driving issues to resolution. In this role you will support small business customers with inquiries related to payroll, payments, tax, billing, customer retention, company offboarding, and reporting, and contribute to internal discussions regarding product enhancements. This is a fast-paced, rewarding role that positively impacts customers and their businesses. A variety of shifts and hours are available, and we will work with you to find the best fit. Your Success Profile 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 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 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. In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for: Camaraderie
- Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others. Openness
- Your default is to be open. You\'re willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others. Grit
- You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude. Integrity
- Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. Simplicity
- Be like Einstein: “Everything should be made as simple as possible, but no simpler.” Qualifications 6+ years minimum professional experience in customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center 1 year of experience working with payroll concepts and practices Prior experience in PEO, payroll, or HR industries a plus A track record of operating in a time sensitive or deadline driven environment The base wage range for this position based in our New York City Office is targeted at $35.00 to $38.50 per hour. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location. 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. 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. We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you’re in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we’re here to ensure an inclusive experience. Our DEIB Report
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Justworks offers a welcoming environment with great benefits, wellness programs, company retreats, and opportunities to learn from leaders in the startup community. We’re data-driven, continually iterating, and focused on helping businesses get off the ground by solving HR issues. If you thrive in a supportive, entrepreneurial environment and want to build something meaningful, we’d love to hear from you. Who You Are You are focused on helping people and are committed to delivering excellent service. 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, assume the best intentions in others, and communicate clearly. You enjoy solving problems, understanding how and why things work, and you’re an analytical, motivated self-starter who thrives in a fast-paced startup environment. You are willing to lean into challenges and drive change. Our Customer Support, Payments team at Justworks helps customers run their business with confidence. We are the payments and tax experts customers rely on, and we help them pay their people with ease. The team takes ownership of payroll and tax concerns, actively driving issues to resolution. In this role you will support small business customers with inquiries related to payroll, payments, tax, billing, customer retention, company offboarding, and reporting, and contribute to internal discussions regarding product enhancements. This is a fast-paced, rewarding role that positively impacts customers and their businesses. A variety of shifts and hours are available, and we will work with you to find the best fit. Your Success Profile 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 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 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. In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for: Camaraderie
- Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others. Openness
- Your default is to be open. You\'re willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others. Grit
- You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude. Integrity
- Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. Simplicity
- Be like Einstein: “Everything should be made as simple as possible, but no simpler.” Qualifications 6+ years minimum professional experience in customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center 1 year of experience working with payroll concepts and practices Prior experience in PEO, payroll, or HR industries a plus A track record of operating in a time sensitive or deadline driven environment The base wage range for this position based in our New York City Office is targeted at $35.00 to $38.50 per hour. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location. 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. 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. We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you’re in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we’re here to ensure an inclusive experience. Our DEIB Report
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