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Mid LevelFull-timeAWSGo
Salary Range
$51,000 - $69,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Specialist, Payments to join our team at Justworks. This role focuses on helping small business customers with inquiries related to payroll, payments, tax, billing, and other financial matters. You will be a key resource for customers and coworkers, providing specialized services and support.
Key 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 in simple, user-friendly terms for our customers
- →Provide specialized services to admins including payments issues triaging & support, customer retention, seamless company offboardings, and specialty payments/tax projects
- →Gather feedback from at-risk customers to understand their concerns and reasons for potential churn
- →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
- →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
- →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
Requirements
- ✓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
- ✓Curiosity and an aptitude for learning new things
- ✓Acute attention to detail
- ✓Strong verbal and written communication skills
- ✓Excellent at time management, organization, and prioritizing tasks
- ✓Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools
- ✓Preferred Payroll industry certification(s): Certified Payroll Professional (CPP) or Fundamentals of Payroll Certification (FPC)
- ✓Spanish language capability, or other second language at business conversation level, a plus
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