Justworks
New York, NY

Product Support Specialist at Justworks (Greater NYC Area, NY)

| Greater NYC Area
Sorry, this job was removed at 12:00 p.m. (EST) on Tuesday, March 29, 2022
Find out who's hiring in Greater NYC Area.
See all Operations jobs in Greater NYC Area
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
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.

Who You Are

You are a believer in creating a delight-level user experience for the customer. You are passionate about solving real, complicated problems, identifying trends, and the best vehicle to address them. You can think strategically and are quick on your feet in escalating issues in a professional and appropriate way. You know how to effectively communicate complex scenarios and lead a team toward a solution.

Justworks is looking for a Product Support Specialist (PSS) to be our Subject Matter Expert (SME) for ancillary benefits.  At Justworks, ancillary benefits currently include 401(k) plans, HSA/FSA, and Commuter Benefits. As a Product Support Specialist, your main responsibility is to act as a liaison between the Product, Engineering, and Operations teams and Customer Success to ensure a unified knowledge base and effective communication between the teams.

Product Support Specialists advocate for the voice of the customer to their counterparts across the company and help guide internal teams through all changes and iterations of the product with a high focus on creating the best possible experience for our customers. This is a position for someone who excels in enterprising for answers, can think strategically, lead a team through new implementations, and work with senior leadership.

Your Success ProfileWhat You Will Work On
  • Live and breathe ancillary benefits, be a resource for all internal teams
  • Become a subject matter expert in our current ancillary benefits offerings and engage with Product Marketing to help establish new partnerships
  • Have in-depth knowledge of 401(k) plans, HSA/FSA, Commuter Benefits, and other ancillary benefits at Justworks
  • Document internal processes and public-facing Help Center articles and videos for our products and demo new features to the team
  • Work closely with our Product, Operations and Support teams to coordinate communication plans for product and service announcements
  • Identify product and vendor gaps
  • Work with other members of the CS teams (training, coaching, and communications) to provide feedback on new features and assist with QA and documentation upon release
  • Monitor customer feedback and escalated issues through multiple support channels to discover, report on and escalate trends
  • Work closely with the Product and Operations teams and provide regular updates to Customer Success to help maintain the product roadmap
  • Look for process improvements and involve key decision-makers to help make changes across the organization while looking to improve our overall customer experience
  • Other duties as needed based on department and/or organizational needs
How You Will Do Your Work

As a 401(k) Product Support Specialist, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

  • Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Ownership - being accountable, being committed. When you see a problem you work to address it, even when it’s not directly your responsibility.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things.
  • Curious - the innate desire to learn, grow and understand.
  • Enterprising- when things are not clear you take the initiative to find the right answer and solution

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day-to-day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
  • Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
Qualifications
  • Minimum of 2 years of professional experience, ideally in customer service
  • Demonstrated expertise in 401(k) and other benefits products
  • Strong written and verbal communication skills with acute attention to detail
  • Ability to multitask, prioritize and manage time effectively and appropriately
  • Ability to take complex things and explain them in an easy to understand and coherent manner 
  • Strong analytical skills and an ability to use data to support your position 
  • Passion for engaging with people 
  • PEO experience a plus 
Please Note: This position will require the successful candidate to show proof of vaccination against COVID-19. As an equal opportunity employer, Justworks will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.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. 

Our DEI Commitment

See More
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Where we are

Justworks’ new headquarters at 55 Water Street, located in downtown NYC, overlooks the East River and Brooklyn Bridge.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • AsanaManagement
    • BasecampManagement
    • ConfluenceManagement
    • Google DriveManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • SalesforceCRM
Previous
Next

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
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.
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Justworks’ dedicated program manager for Diversity and Inclusion (D+I) oversees the company’s formal practices and policies.
Highly diverse management team
Justworks is committed to constantly improving our diversity, equity, and inclusion initiatives across the entire company.
Unconscious bias training
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.
Diversity Employee Resource Groups
Justworks has eight Employee Resource Groups (ERGs) that are all committed to making the company's work culture more diverse and inclusive.
Hiring Practices that Promote Diversity
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
Justworks offers its employees multiple wellness perks including access to Talkspace, Classpass, Gympass, and a complimentary membership to Headspace.
Mental Health Benefits
Justworks offers employees access to Talkspace and an annual complimentary membership to Headspace.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Justworks Family Matters Employee Resource Group hosts events throughout the year for employees and their families to participate.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications

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.

More Jobs at Justworks