[Remote] Customer Support Specialist, Payments

Note: The job is a remote job and is open to candidates in USA. Justworks is a company focused on helping businesses run smoothly by solving HR issues. The Customer Support Specialist, Payments will assist small business customers with inquiries related to payroll, payments, tax, billing, and customer retention, ensuring a positive and supportive experience for clients.

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 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

Skills

• 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 and understanding how and why things work
• Acute attention to detail
• Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
• 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

Benefits

• Great benefits
• Wellness program offerings
• Company retreats
• Mandatory training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift schedule

Company Overview