Customer Support Advocate, Employees

This role handles inbound customer service inquiries from small-business employees via phone, email, and chat, covering payroll, benefits, HR, and Justworks software. It is based in Justworks' New York City office and requires at least four years of customer service experience, with a Monday-Friday 8am-5pm EST schedule and paid training.

• Manage inbound inquiries from small-business employees via phone, email, or chat
• Provide support on software, benefits, payroll, compliance, and HR
• Assist with benefits eligibility and enrollment
• Resolve paycheck, time and attendance, tax withholding, and tax document inquiries
• Manage open cases in CRM and keep customers informed
• Escalate higher-level issues to Team Leads or subject matter experts
• Contribute recommendations for product and process improvements

• 4 years minimum professional customer service experience
• Strong customer service instincts and comfort handling challenging phone situations
• Strong written and verbal communication skills
• Aptitude for learning products and explaining complex topics simply
• Creative problem solving and ability to prioritize workload
• Self-starter with ownership and accountability
• SaaS, HR, payroll, PEO, or health benefits experience a plus
• Spanish or another second language at business conversation level a plus