Justworks · 2 weeks ago
Customer Support Advocate, Admins
United States
Full-time
Remote
Entry Level
$29.76/hr - $32.74/hr
1+ years expJustworks is a company dedicated to helping businesses by solving HR issues and providing a supportive environment. The Customer Support Advocate will lead customer service inquiries, support small business customers with various HR-related matters, and work to resolve issues in a timely and professional manner.
Bookkeeping and PayrollComplianceEmployee BenefitsHealth InsurancePayments
Responsibilities
Answer inbound inquiries from our small business customers via phone, email, and chat
Provide expert-level support, guidance, and troubleshooting to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR
Assist customers and their employees with administration, 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 COBRA
Resolve customer inquiries related to administering payroll, making payments, time & attendance, running payroll reports, federal and state wage and hour laws, and general payroll policies, procedures, and regulations
Maintain product expertise on our software and be the go-to resource for customers in need of training or best practices
Manage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers and their employees regularly informed of status and anticipated resolution timing
Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner to create a white-glove customer experience
Ensure proper triage, escalation, and effective resolution of higher-level issues and challenging customer interactions through escalation to Team Leads or subject matter experts
Contribute recommendations for improving our product and processes while advocating for our customers and communicating bugs to engineering
Build and maintain collaborative business relationships with cross-functional departments
Other duties as needed based on department and/or organizational needs
Qualification
Required
1-2 years of experience in a customer service role, preferably in a contact center environment
Excellent customer service skills and comfort defusing challenging situations over the phone
Strong written (chat, email) and verbal (telephone) communication skills with acute attention to detail
Aptitude for learning new products and helping to break down complicated topics and explain them in simple terms people can understand
Ability to come up with creative solutions to any problem you face
Proven self-starter, taking ownership and accountability over your work
A quiet environment and stable internet connection for remote employees is expected and strongly encouraged
Preferred
Prior experience working remotely preferred
Experience using customer support technologies such as Zendesk, Talkdesk, JIRA, and Confluence a plus
A passion for delighting customers and helping people, with a tendency towards compassion and empathy
Experience in benefits, payroll, HR, or adjacent industries a plus
Spanish language capability, or other second language at business conversation level, a plus
Benefits
Wellness program offerings
Company retreats
Medical, Dental, and Vision insurance
Life Insurance
Flexible Spending Accounts
Health Savings Accounts
Commuter benefits
Long and Short Term Disability insurance
Retirement
COBRA
Company
Justworks
Justworks is a cloud-based HR and payroll platform that helps small and mid-sized companies manage payroll, benefits, compliance, and HR.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$159.84MKey Investors
FirstMarkRedpointBain Capital Ventures
2023-11-01Series Unknown· $16.84M
2020-01-28Series E· $50M
2018-03-06Series D· $40M
Leadership Team
Michael Seckler
Chief Executive Officer
David Feinberg
Senior Vice President Risk & Insurance Programs
Recent News
Index Ventures
2025-12-29
2025-11-23
2025-10-30
Company data provided by crunchbase