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Overnight Customer Support Advocate (Remote)

1 hour, 35 minutes ago
United States
Full-time
Mid Level
Customer Support
Customer and Technical Support
CRM
Apply Now
Justworks

Justworks

Justworks offers simple PEO & payroll solutions for small businesses, handling payroll, benefits, HR, and compliance in one platform to free entrepreneurs to focus on growth.

Professional Services
1K-5K
Founded 2012
$143M raised
View All Jobs 4

Description

  • Manage inbound customer inquiries from small business employees via phone, email, and chat.
  • Provide support on Justworks products and services, including software, benefits, payroll, compliance, and HR topics.
  • Assist with benefits eligibility and enrollment, including Medical, Dental, Vision, Life Insurance, FSAs, HSAs, commuter benefits, disability insurance, retirement, and COBRA.
  • Resolve questions related to paychecks, time and attendance, tax withholdings, and tax documents.
  • Maintain strong product knowledge and serve as a go-to resource for customers.
  • Track and manage open cases in the CRM and keep customers updated on status and resolution timing.
  • Handle customer interactions with urgency, accuracy, professionalism, and empathy.
  • Triaging, escalating, and resolving higher-level issues through Team Leads or subject matter experts when needed.
  • Recommend improvements to products and processes and communicate bugs to engineering.
  • Perform other related duties as assigned.

Requirements

  • 4+ years of professional customer service experience, preferably in B2B SaaS or contact center environments.
  • Strong customer service instincts and comfort handling challenging situations over the phone.
  • Ability to communicate empathetically, compassionately, responsively, and resourcefully.
  • Strong written communication skills for email and chat, and strong verbal communication skills for telephone support.
  • High attention to detail and the ability to explain complex topics in simple terms.
  • Ability to create creative solutions, prioritize work, and stay organized.
  • Proven self-starter who takes ownership and accountability for work.
  • Experience working in SaaS, HR, payroll, PEOs, or health benefits is a plus.
  • Spanish language capability or another second language at business-conversation level is a plus.
  • Experience working remotely is required.
  • Availability for the Overnight team shift: Wednesday to Saturday, 9 PM EST to 8 AM EST.
  • Mandatory paid virtual training for approximately 4 weeks, Monday-Friday from 9 AM to 6 PM EST, before moving to the overnight schedule.

Benefits

  • Remote position with a base wage range targeted at $24.20 to $26.62 per hour.
  • Paid virtual training for approximately 4 weeks before starting the overnight shift.
  • Welcoming and casual work environment.
  • Great benefits package.
  • Wellness program offerings.
  • Company retreats.
  • Opportunity to learn from leaders in the startup community.

Interested in this position?

Apply directly on the company website

Apply Now

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