Customer Success Tools/Zendesk Administrator
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.
The Job - Customer Success Tools/Zendesk Administrator
In this role, you will be a key leader in the Customer Support group within the Justworks Customer Success (CS) department, with a specific focus on tools administration and optimization. You will also focus on automation and process improvement, with the goal of making it as easy as possible for team members to provide solutions and delight to our customers. This role will also leverage our existing internal tools to establish automated reporting on productivity, quality, survey results, interaction volume and missed call rates.
This role reports to the Director of Customer Support.
Who you are
- Someone with a strong passion for tools, reporting, and automation
- Able to write/pitch tool and system improvements that include statistical impact on budget, productivity, and customer experience
- Wildly collaborative and excited to work with different teams on varied challenges
- Interested in operations, and excited by opportunities to drive process improvements
- Ready to focus your energy improving employee and customer experience
- Deeply caring about your teammates, peers and customers
- Passionate about our CS team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
- Aligned with Justworks’ mission and our core values: Camaraderie, Openness, Grit, Integrity and Simplicity
What you'll do
- Be the primary administrator for all Customer Success-owned tools for customer interactions, satisfaction, and health
- Develop and automate reporting for the overall department and individual teams
- Own onboarding and offboarding of team members and work to automate account setup
- Review potential vendors to improve employee and customer experience
- Lead implementation of new systems and applications; partner with CS Training to acclimate employees with new tools
- Triage day-to-day issues that arise for internal and external tools
- At least two years of experience administering Customer Success tools
- Administration experience with Zendesk required; custom application experience preferred
- Familiarity with Talkdesk, Salesforce, Litmos, Slack, Pendo, Jira and/or Tableau a plus
- Proven experience implementing and improving systems
- Track record of excellence in previous roles
- High interest in data analysis, automation and process improvement required
- Previous customer service management experience a plus
- Impeccable written and verbal communication skills with acute attention to detail
Visa sponsorship for this role is currently not available.
Diversity at Justworks
Justworks’ vision is for all identities, backgrounds and expressions to be represented in the workplace. We're building the foundation for long-term success and intend to cultivate a safe, collaborative and inclusive space and company culture.
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.