Customer Success Operations Specialist

Who You Are

You are a customer fanatic with a proven track record of going above and beyond for your customers! You are a problem solver who genuinely enjoys figuring out how and why things work. You thrive in a fast-paced startup environment and have a passion for lifelong learning. You are a great communicator, being able to simplify complex concepts into clear, easy-to-understand terms. You have the willingness to dive right in and affect change!

As a Customer Success Operations Specialist, you will provide world-class support to our managed customer base, contributing to their long-term success on the Justworks platform. As a customer-facing expert, you will collaborate closely with Customer Success Managers to deliver a tailored and personalized support experience to our customers. The Customer Success Operations Specialist is the customer’s voice here at Justworks. You are also the face of the Justworks brand to our customers. Needless to say, the Customer Success Operations Specialist plays a vital role at Justworks, and we are building a world-class team!

Your Success Profile

What You Will Work On

• Ensure that customers feel supported while getting acquainted with our platform.
• Serve as the main point of contact for inbound inquiries from admins and loop in the Customer Success Managers as needed. 
• Provide specialized services to admins, Workers Compensation Claim filing, payroll issue triaging & support, and supporting in end-of-year workflows.
• Drive issues to resolution and support customer questions around Justworks’ continually expanding product and service offerings.
• Explain complicated concepts (related to health insurance, compliance, taxes, etc.) in simple, user-friendly terms for your customers.
• Display a high level of professionalism and compassion when working with each account on sensitive matters.
• Work with internal teams to answer customer inquiries.
• Partner with Customer Success Managers to provide more detailed, timely, and important information about account health, customer requests, and data related to retention.
• Other duties as needed based on department and/or organizational need.

How You Will Do Your Work

As a Customer Success Operations Specialist, results are 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.
• Takingresponsibility - 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.

Qualifications

• Minimum of 1-3 years of professional experience in customer service
• Prior experience in healthcare, HR, payroll, or insurance industries a plus
• Strong written and verbal communication skills with acute attention to detail
• Ability to work as part of a team and be resourceful and adaptable
• Aptitude for learning new products and subject matter, and helping others learn as well
• Ability to come up with creative solutions to any problem you face, and know-how to organize and prioritize your workload

The base wage range for this position based in our New York City Office is targeted at $33.50 to $36.85 per hour.

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