Customer Support Advocate, Employees
Core
Support worksite employees (WSEs) of small business customers with HR, payroll, benefits, and product inquiries via phone, email, and chat.
Role type
Customer Support Advocate (IC)
Builds
Justworks HR and payroll platform for small businesses
Domain
HR Technology / Payroll / Benefits
Deliverable
client delivery
Required skills
Customer service, phone communication, email/chat communication, problem-solving, product expertise, CRM management, triage, escalation, empathy, time management, prioritization
Preferred skills
SaaS experience, HR/Payroll/PEO/Benefits experience, Spanish language capability
Technologies
CRM, Justworks software platform
Responsibilities
Manage inbound inquiries via phone, email, or chat; Assist WSEs with benefits enrollment and eligibility; Resolve inquiries regarding paychecks, time & attendance, and tax documents; Maintain product expertise; Manage open cases in CRM; Escalate higher-level issues to Team Leads or SMEs; Contribute product improvement recommendations.
Seniority
Mid-level, hands-on IC