Overnight Customer Support Advocate

Job Description: • Manage inbound inquiries from our small business customers’ employees via phone, email, or chat • Provide expert-level support to customers around Justworks' continually expanding product and service offerings including our software, benefits, payroll, compliance, and HR • Assist WSEs with 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 WSE inquiries related to their paycheck, time & attendance, tax withholdings, and tax documents • Maintain product expertise on our software and be the go-to resource for customers • Manage open cases in our CRM to resolve inquiries in shortest possible time frame while keeping customers 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 • Perform other related duties as assigned Requirements: • 4 years minimum professional experience in customer service - preferably in B2B SaaS or contact center environments • Strong customer service instincts and comfort handling challenging situations over the phone with the ability to be empathetic, compassionate, responsive and resourceful • A passion for delighting customers and helping people • Strong written (email and chat) 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, and to know how to organize and prioritize your workload • Proven self-starter, taking ownership and accountability over your work • Experience working in SaaS, HR, payroll, PEOs, or health benefits a plus • Spanish language capability, or other second language at business conversation level, a plus • Experience working remotely required. Benefits: • wellness program offerings • company retreats • health insurance • flexible spending accounts • health savings accounts • life insurance • long and short-term disability insurance