Customer Support Specialist, Payments

What You Will Work On

• 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

How You Will Do Your Work

As a Customer Support Specialist, Payments, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious - the innate desire to learn, grow and understand.
• Detail-Oriented - exercises extreme attention to detail; is thorough, accurate, organized, and productive and seeks to understand both the cause and effect of a situation.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS: Camaraderie, Openness, Grit, Integrity, Simplicity.

Qualifications

Required:

• Must be available to work Monday-Friday from 11am-8pm ET, with Tuesdays and Wednesdays as the team's onsite days at our office at 55 Water Street, in New York City
• 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
• 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:

• Prior experience in PEO, payroll, or HR industries
• 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