Full-Time

Customer Retention Specialist

Posted on 5/31/2024

Justworks

Justworks

1,001-5,000 employees

Comprehensive HR and payroll platform for SMBs

Data & Analytics

Senior

New York, NY, USA

Required Skills
Communications
Zendesk
Customer Service
Requirements
  • 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 in PEO, payroll, or HR industries
  • Experience in HR Tech/SaaS is a plus
  • 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 and strong de-escalation skills
  • Fast learner and ability to become an expert in our products and services
  • Product guru with a desire to understand the details of how and why things work
  • Demonstrated track record of a passion for customer centricity and driving retention strategies
  • 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
Responsibilities
  • Ensure at-risk customers are succeeding with Justworks
  • Consult at-risk customers to understand their needs and connect them to solutions
  • Monitor and identify customers at risk for churn
  • Articulate the value of Justworks product to at-risk customers
  • Drive product adoption and benefits utilization
  • Have a firm understanding of the PEO/payroll services industry
  • Work cross functionally with various teams
  • Gather feedback from at-risk customers
  • Collaborate with Retention Programs team
  • Engage escalating customers to resolve issues
  • Provide multi-channel support to at-risk customers
  • Perform other duties as needed

Justworks provides a comprehensive platform for small businesses, offering modern, user-friendly software and 24/7 human support to simplify payroll, benefits, HR management, and compliance. The product combines a PEO's capabilities with corporate-level benefits to streamline business operations.

Company Stage

M&A

Total Funding

$160M

Headquarters

New York, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

12%

1 year growth

23%

2 year growth

65%

Benefits

Health - Believe in our vision. Medical and dental, too. Get support for your mental and financial health. Beta test new benefits and perks for our platform.

Workplace - Volunteer and get paid to give back. Take paid parental leave. Enjoy monthly team events that help turn coworkers into lifelong friends.

Wellness - Enjoy subsidized ClassPass memberships. Take advantage of regular yoga, meditation, and other wellness programming.

Perks - Be an owner, not an employee. Get time off whenever you need it. Take a sabbatical. Invest in your future financially and with professional learning and development opportunities.