Customer Support Specialist, International 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’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. Who You Are: You are a customer-focused problem solver who thrives in a fast-paced environment. As the first hire in this function, you are a hands-on practitioner who takes pride in getting things right from day one. You are passionate about the Justworks product and possess the technical curiosity to leverage AI and automation to scale our support as we grow. You are comfortable being "in the weeds" with complex inquiries and enjoy the process of documenting insights to define our standard of excellence for international support. What You’ll Do: • Own the front-line experience for Admins and EOR employees across phone, email, and chat, providing expert guidance on international payroll, benefits, and platform navigation. • Partner with International Consultants to navigate complex compliance and HR issues, ensuring customers receive holistic, accurate, and high-touch support. • Serve as the product expert for the Justworks international offering, guiding customers through the platform and ensuring they maximize its value. • Collaborate cross-functionally with Product, Operations, and Legal to streamline workflows and bridge the gap between customer needs and internal processes. • Build the foundational knowledge base by creating the initial documentation, FAQs, and standard operating procedures that will serve as the blueprint for the team’s growth. • Drive AI & Efficiency initiatives by identifying and implementing automation opportunities to improve support speed and accuracy. • Close the feedback loop by relaying customer insights to Product and Operations teams, directly influencing the international product roadmap. How You’ll Do Your Work: • Advocate for the customer while maintaining a focus on risk and compliance considerations. • Translate complexity by turning nuanced international regulations into clear, actionable guidance for both customers and internal partners. • Operate with high autonomy, managing a consistent queue of inquiries while simultaneously executing on foundational projects. • Champion technological solutions, actively promoting the use of AI and knowledge management tools to enhance the customer experience. Qualifications: • 4+ years experience in a customer-facing role, ideally with experience in the EOR space. • Excellent communication, problem-solving, and consultative skills. • Native or close to native English fluency (written and verbal). • Experience working with US-based customers and stakeholders. • A proactive approach to learning and a track record of using new tools (AI, automation, or knowledge systems) to work more efficiently. • Ability to work independently as an individual contributor while keeping internal teams updated on customer trends. Bonus Points: • Expert-level proficiency with Zendesk, JIRA, or AI-integrated support tools. • Experience at a high-growth SaaS company. • Experience with leading others in a team-lead or manager capacity. The base wage range for this position based in our Mexico City Office is targeted at $32.55 to $35.81 per hour. #LI-Hybrid #LI-CC1 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 [Upgrade to PRO to see contact]. Your comfort and success matter to us, and we're here to ensure an inclusive experience. Our DEIB Report