Justworks
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Customer Support Specialist, Payments
role at
Justworks
Who We Are 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’re interested in a supportive, entrepreneurial environment, we’d love to hear from you.
We’re united by shared goals and shared motivations. Our values are reflected in our product and team.
Who You Are You are focused on and committed to helping people. 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, and assume the best intentions in others.
You are a great communicator, simplifying complex concepts into clear, easy-to-understand terms.
You love to solve problems and figure out how and why things work. You are an analytical, motivated self-starter who thrives in a fast-paced start‑up environment. You have the willingness to lean into a challenge and affect change.
Payments Customer Support Team Our 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 off‑boarding, and reporting, and contribute to internal discussions regarding product enhancements.
Success Profile
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.
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 off‑boardings, 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
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 unique to each candidate, including 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.
Diversity & Inclusion 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. 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.
Benefits & Perks 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.
Referrals increase your chances of interviewing at Justworks by 2x.
Get notified about new Customer Support Specialist jobs in
New York, NY .
#J-18808-Ljbffr
Customer Support Specialist, Payments
role at
Justworks
Who We Are 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’re interested in a supportive, entrepreneurial environment, we’d love to hear from you.
We’re united by shared goals and shared motivations. Our values are reflected in our product and team.
Who You Are You are focused on and committed to helping people. 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, and assume the best intentions in others.
You are a great communicator, simplifying complex concepts into clear, easy-to-understand terms.
You love to solve problems and figure out how and why things work. You are an analytical, motivated self-starter who thrives in a fast-paced start‑up environment. You have the willingness to lean into a challenge and affect change.
Payments Customer Support Team Our 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 off‑boarding, and reporting, and contribute to internal discussions regarding product enhancements.
Success Profile
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.
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 off‑boardings, 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
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 unique to each candidate, including 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.
Diversity & Inclusion 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. 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.
Benefits & Perks 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.
Referrals increase your chances of interviewing at Justworks by 2x.
Get notified about new Customer Support Specialist jobs in
New York, NY .
#J-18808-Ljbffr