[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.ResponsibilitiesTake 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 inquiriesExplain 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 educationProvide specialized services to admins including payments issues triaging & support, customer retention, seamless company offboardings, and specialty payments/tax projects and programsGather feedback from at-risk customers to understand their concerns, reasons for potential churn, and areas where we can improveCollaborate with our Retention team to share insights and coordinate efforts to retain at-risk customersBuild mental muscle and become a payroll & payments product expert - you'll be a go to resource for both customers and coworkersDisplay a high level of professionalism and compassion when working with each account on sensitive mattersDe-escalate and resolve issues with confidence by effectively using resources and platform expertiseInteract with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvementWork through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedbackMulti-channel support, including phone, email, chat, and video conferencing, to communicate with our customers with a sense of urgency and in alignment with strict deadlinesPerform other related duties as assigned based on department and/or organizational needsSkills6+ years minimum professional experience in customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center1 year of experience working with payroll concepts and practicesPrior experience in PEO, payroll, or HR industries a plusA track record of operating in a time sensitive or deadline driven environmentCuriosity and an aptitude for learning new things and understanding how and why things workAcute attention to detailStrong verbal and written communication skills, with the ability to break down complex concepts into simple termsExcellent at time management, organization, and prioritizing tasksExperience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related toolsPreferred 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 plusBenefitsGreat benefitsWellness program offeringsCompany retreatsMandatory 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.