Customer Experience Specialist
Provides advanced customer support for international payroll, benefits, and EOR cases while improving workflows, documentation, training, and product feedback. Requires 4+ years in customer-facing support and strong problem-solving, communication, and cross-functional collaboration skills.
About the job
Responsibilities
- Serve as a primary contact for complex customer support inquiries involving international payroll, benefits, and employer-of-record (EOR) cases.
- Own subject-matter expertise for international Justworks products and partner with Product teams.
- Collaborate with Solutions, Incident Management, Technical, Product Development, and International teams to resolve complex domestic and global product issues.
- Partner with International Consultants and cross-functional stakeholders on compliance, HR, and regulatory issues affecting global customers.
- Develop strategic solutions to improve international support, product performance, and scalability.
- Lead training sessions and workshops on international workflows, features, and best practices.
- Create and maintain internal documentation, FAQs, and standard operating procedures in Confluence and the Help Center.
- Represent customer needs and international trends in product development and roadmap discussions.
- Coordinate recurring stakeholder syncs across Product, Operations, Legal, and International teams.
- Identify opportunities for automation, AI integration, and workflow improvements.
Requirements
- 4+ years of experience in a customer-facing role, ideally in the EOR space.
- Experience in technical, advisory, international, or EOR support.
- Strong problem-solving skills and experience resolving complex technical issues.
- Strong technical acumen and ability to learn new technologies, products, and software quickly.
- Excellent communication and interpersonal skills.
- Ability to collaborate across teams and departments.
- Strong organization and ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Experience with SQL, Jira, customer service tools, Confluence, and Zendesk.
Compensation
- Base wage range: 67,750–87,150 per month in the Mexico City office.
- Benefits and additional rewards are provided according to the company's total rewards program.
Skills
SQL, Jira, Customer Service Tools, Confluence, Zendesk, International Payroll, Employer Of Record, Customer Support, Product Management, Automation, Artificial Intelligence
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