[Remote] Customer Support Advocate, Employees

Note: The job is a remote job and is open to candidates in USA. Justworks is a company that supports businesses by solving HR issues and providing a welcoming environment with great benefits. The Customer Support Advocate role involves managing customer inquiries, providing expert-level support on various HR-related matters, and ensuring a positive customer experience while maintaining product expertise.ResponsibilitiesManage inbound inquiries from our small business customers’ employees via phone, email, or chatProvide expert-level support to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HRAssist WSEs with eligibility and enrollment in benefits and perks including Medical, Dental, and Vision insurance, Life Insurance, Flexible Spending Accounts, Health Savings Accounts, commuter benefits, Long and Short Term Disability insurance, retirement and COBRAResolve WSE inquiries related to their paycheck, time & attendance, tax withholdings, and tax documentsMaintain product expertise on our software and be the go-to resource for customersManage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers regularly informed of status and anticipated resolution timingWork with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experienceEnsure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter expertsContribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineeringPerform other related duties as assignedSkills4 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environmentsStrong customer service instincts and comfort handling challenging situations over the phone with the ability to be empathetic, compassionate, responsive and resourcefulA passion for delighting customers and helping peopleStrong written (email and chat) and verbal (telephone) 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 workExperience working in SaaS, HR, payroll, PEOs, or health benefits a plusSpanish language capability, or other second language at business conversation level, a plusBenefitsA welcoming and casual environmentGreat benefitsWellness program offeringsCompany retreatsThe ability to interact with and learn from leaders in the startup communityMandatory training [paid] from 9am-6pm EST Monday-Friday for approximately 4 weeks prior to moving over to your shift scheduleMedical, Dental, and Vision insuranceLife InsuranceFlexible Spending AccountsHealth Savings AccountsCommuter benefitsLong and Short Term Disability insuranceRetirementCOBRACompany 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.