Customer Success Floor Coach at Justworks

| Greater NYC Area
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Who we are 

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, you’ll fit right in.

The job 

As a Floor Coach in Customer Success (CS), you will be responsible for providing on-the-floor guidance and troubleshooting assistance to the Justworks Customer Success team. Your main responsibility is to serve as a subject matter expert and help your teammates (and by extension, our customers) succeed by providing caring, insightful and accurate knowledge and day-to-day assistance. 

In this role, you will coach your teammates on handling tough customer issues, edge cases and challenging situations that require expert guidance. Additionally, you will strengthen the relationship between the Customer Success team and the operational teams at Justworks by working together to improve standard operating procedures, mitigate knowledge gaps, and own internal documentation. This is a great opportunity for individuals looking to focus their energy and professional endeavors inside the company versus outside. 

This role reports to the Manager, Floor Coaching in Customer Success. 

As a Floor Coach, you will
  • Be the first point of internal support for teammates who need assistance with troubleshooting, challenging questions, or product navigation issues.
  • Serve as a general subject matter expert for the Customer Success department as a whole on key areas of our industry.
  • (Health Insurance, Workers Compensation, General Payment Troubleshooting, State Unemployment Insurance, Interaction of Disability and Paid Family Benefits, Justworks Product Back-End and Front-End).
  • Act as sole owners of the Customer Success’s department’s internal knowledge hub and maintain up to date information documented for the team.
  • Improve internal documentation to empower enterprising and ownership within Customer Success by creating standard operating procedures.
  • Responsible for communicating updates on trends, process changes, and best internal practices to the department.
  • Proactively analyze department knowledge gaps and collaborate with Training and Quality Assurance on how to best provide guidance to teammates.
  • Work cross-functionally with internal operations, Product Support Specialists, and  Project Managers to escalate product changes and efficiency between departments.
  • Provide ongoing educational programs and initiatives for the department in times of high volume (Renewals, End of Year, New Partner Kick-offs).
Who you are
  • Deeply caring individual with a genuine desire to help your teammates and customers succeed 
  • Teacher at heart - you enjoy teaching and coaching, and are eager to share your customer service and product expertise with others 
  • Strong foundational knowledge in all aspects of the Justworks product, operating procedures, and systems 
  • Customer fanatic, with a proven track record of going above and beyond for your customers and delivering service excellence in every customer interaction 
  • Problem solver who genuinely enjoys digging into complicated issues and figuring out how and why things work 
  • Able to explain complicated concepts (related to health insurance, compliance, taxes, etc.) in simple, user-friendly terms 
  • Patient mentor with a proven track record of leadership among your peers 
  • Able to make quick and smart decisions under pressure 
  • Positive and resilient to change 
  • Aligned with Justworks’ mission and share our core values: Camaraderie, Openness, Grit, Integrity and Simplicity 
Qualifications
  • Bachelor’s degree (Communications, English or Journalism ideal) preferred 
  • 3-5 years of professional experience in customer service 
  • Proven track record of regularly helping your fellow teammates troubleshoot and problem solve 
  • Excellent organizational, written and verbal communication skills 
  • Strong attention to detail with the ability to manage competing priorities and multitask 
  • Generalized knowledge on benefits, payroll, taxes, and Justworks product 
  • Aptitude for learning new products and subject matter, and helping others learn 

Visa sponsorship for this role is currently not available. 

Diversity at Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • MySQLDatabases

Location

All positions are based at Justworks’ new headquarters at 55 Water Street, located in downtown NYC overlooking the East River and Brooklyn Bridge.

What are Justworks Perks + Benefits

Justworks Benefits Overview

People are our most prized asset. We do hard work, and we’ll always work hard to take care of you.

Culture
Volunteer in local community
Whether it's through Justworks-sponsored initiatives or in pursuit of a cause that matters to you, get paid while you're giving back. All Justworks’ employees get up to five fully-paid volunteer day
Partners with Nonprofits
Through Partnerworks, our team provides learning and development, recruitment, and networking opportunities to groups that are typically underrepresented in our industry.
Friends outside of work
Get to know your colleagues and make new friends during outings to local NYC events, our annual summer camp retreat, and monthly random lunches.
Eat lunch together
Monthly random lunches help us all take some time out to meet people from across the company.
Diversity
Dedicated Diversity/Inclusion Staff
Justworks’ dedicated program manager for Diversity and Inclusion (D+I) oversees the company’s formal practices and policies.
Diversity manifesto
At Justworks, we believe it takes diversity of identity, culture, and life experience to create a world in which starting, running, and joining a growing business is an accessible option for all.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Justworks employees can contribute up to $2,500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
We offer weekly onsite yoga and meditation classes.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Time allotted for learning

Additional Perks + Benefits

Enjoy access to top-notch medical, dental, and vision insurance with the options you need to feel secure and take care of yourself, your way. Justworks offers plans with 100% covered premiums for individuals and 90%+ covered premiums for families.

Taking care of yourself doesn't end with having good health insurance, especially when it comes to dealing with stress or issues in your life outside of work. Get free access to Talkspace, the leader in anonymous, accessible, and professional online therapy. Plus, with Health Advocate, you’ll have legal, financial, and medical bill resources at the ready.

We carefully vet the benefits and perks we offer in Justworks. That means you get access to all the same great options as our customers, plus everything that’s still in beta — all while helping to make our product even better.

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