Overnight Customer Support Advocate - Remote

Overview

The Overnight Customer Support Advocate at Justworks will provide essential support to small business customers, focusing on inquiries related to HR, payroll, and benefits.

In Short

• Manage inbound inquiries from customers via phone, email, or chat.
• Provide expert-level support regarding Justworks' products and services.
• Assist employees with benefits eligibility and enrollment.
• Resolve inquiries related to paychecks and attendance.
• Maintain product expertise and manage customer cases in CRM.
• Work with urgency to provide accurate information.
• Contribute recommendations for product and process improvements.
• Participate in mandatory paid training prior to shift.
• Work Wednesday to Saturday from 9 PM to 8 AM EST.
• Experience working remotely is required.

Requirements

• 4+ years of professional experience in customer service, preferably in B2B SaaS.
• Strong instincts for customer service and handling challenging situations.
• Excellent written and verbal communication skills.
• Aptitude for learning new products and explaining complex topics simply.
• Ability to prioritize workload and provide creative solutions.
• Proven self-starter with ownership of work.
• Experience in SaaS, HR, payroll, or health benefits is a plus.
• Spanish language capability is a plus.
• Must be adaptable and solution-oriented.
• Commitment to company values and culture.

Benefits

• Welcoming and casual work environment.
• Great benefits and wellness program offerings.
• Company retreats and opportunities to learn from industry leaders.
• Supportive and entrepreneurial culture.
• Focus on employee development and team collaboration.