Customer Success Representative

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

Are you focused on and committed to helping people? Do you love breaking down complicated concepts into simple terms and solving problems? Are you a smart, motivated self-starter looking to join a fast growing company with top notch culture? The Customer Success team at Justworks is in charge of leading all customer service inquiries, no matter how big or small. This position is fully remote, so you can work from the comfort of your own home.

Shift schedule options: Monday-Friday 12pm-9pm EST or Sunday-Wednesday 9am-8pm EST.

Please note: If hired, you will be expected to attend training [paid] from 9am-6pm Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule.

Your Success Profile

What You Will Work On

• Serve as the frontline for customer support inquiries across multiple channels simultaneously (email, phone, live chat)
• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
• Manage queue of open issues to deliver timely and effective solutions - escalating when necessary
• Communicate bugs and user feedback to our product team
• Work closely with operations on a day to day basis
• Help with customer retention, and contribute recommendations for improving product and process
• Perform other related duties as assigned

How You Will Do Your Work

As a Customer Success Representative - Overnight, 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.

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

• Customer support skills and comfort handling challenging situations over the phone - ability to be empathetic, compassionate, responsive and resourceful
• Strong written and verbal 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 know how to organize and prioritize your workload
• Experience working remotely preferred
• Stable internet connection for remote employees is expected and strongly encourage
• Spanish language capability, or other second language at business conversation level, a plus

Please Note: We believe Justworks has a responsibility to support efforts to get as many people vaccinated as possible. We're committed to safeguarding the well-being of our employees, their families and the broader community from the risks associated with COVID-19. Because this position requires onsite work, this position will require the successful candidate to show proof of vaccination against COVID-19. As an equal opportunity employer, Justworks will provide reasonable accommodation to those individuals who are unable to be vaccinated in accordance with its obligations pursuant to applicable federal, state, provincial, and local law.

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 status, disability, gender identity or expression, veteran status, or any other legally protected status.