[Remote] Customer Support Advocate, Admins

Note: The job is a remote job and is open to candidates in USA. Justworks is a company focused on helping businesses manage HR issues in a supportive environment. They are seeking a Customer Support Advocate to assist small business customers with inquiries related to payroll, tax, benefits, compliance, and other HR-related matters, ensuring a positive experience and resolution of customer concerns.ResponsibilitiesManage inbound inquiries from our small business customers via phone, email, and chatInterface with customers at all levels of management including senior executives with inquiries and troubleshooting related to all aspects of the Justworks platform including compliance, workers’ compensation, managing time off policies, reporting, integrations, performing bulk actions, and other HR related topicsWork through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedbackManage queue of open issues to deliver timely and effective solutionsAppropriately utilize available resources to resolve customer issuesHelp with customer retention and contribute recommendations for improving our product and processesDisplay a high level of professionalism and compassion when working with each customer on sensitive mattersPerform other related duties as assignedSkills5 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments1 year minimum experience in payroll, benefits, and/or HR administrationA passion for delighting customers and helping peopleComfort handling challenging situations over the phone and speaking with all levels of management including business owners and executives - ability to be empathetic, compassionate, responsive and resourcefulStrong written (email and chat) and verbal (telephony) communication skills with acute attention to detailAptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understandAbility to come up with creative solutions to any problem you face, and to know how to organize and prioritize your workloadProven self-starter, taking ownership and accountability over your workSpanish language capability, or other second language at business conversation level, a plusBenefitsWelcoming and casual environmentGreat benefitsWellness program offeringsCompany retreatsAbility to interact with and learn from leaders in the startup communityMandatory virtual training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift scheduleCompany OverviewJustworks is a cloud-based HR and payroll platform that helps small and mid-sized companies manage payroll, benefits, compliance, and HR. It was founded in 2012, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://www.justworks.com.