Who You Are

As a Customer Experience Specialist, you are a dedicated professional with extensive customer service and technical support experience. Your expertise is mostly in diagnosing issues, reporting bugs and incidents, providing practical solutions, and enhancing user satisfaction. With a keen eye for detail and a commitment to excellence, you have a proven track record of successfully managing complex customer support cases, resolving critical moments, and developing innovative solutions that improve service delivery.

You have a unique ability to adapt your technical knowledge to assist our frontline support with a variety of situations, diagnose their problems, and ensure they receive timely and accurate solutions. You have the drive to continually identify and provide critical feedback to our internal teams to improve our product offerings and functions. You are excellent at communicating complex information about our product and processes understandably and patiently, which will be vital to building strong relationships with our internal customers and team members.
Your Success Profile
What You Will Work On

• Serve as a primary point of contact for high-level customer support inquiries, ensuring a positive resolution.
• Serve as an embedded CX representative on a Product Mission Team, developing deep expertise in assigned product areas and partnering in discovery, proof of concepts, solution design, and roadmap discussions to represent the voice of the customer and CSO.
• QA new product features and enhancements prior to launch, validating functionality, workflows, and edge cases to ensure operational readiness.
• Partner cross-functionally with Revenue Effectiveness,and PMM to prepare the CSO for product and operational launches by creating enablement materials, leading coaching sessions, and translating complex updates into clear, actionable guidance.
• Serve as the first point of validation for reported bugs and incidents, investigating and reproducing issues, submitting detailed Jira tickets, and partnering with Product, Engineering, and the Senior Manager of Incident Management to drive timely resolution.
• Monitor active bugs and incidents through resolution, identifying trends and recurring themes to inform long-term product improvements.
• Maintain and enhance internal knowledge management resources (CS Confluence) and partner with Customer Education to ensure Help Center content reflects accurate, up-to-date product functionality and best practices.
• Collaborate with Solutions, Incident Management, Technical, and Product Development teams to identify, analyze, and resolve complex product issues while continuously advocating for customer and CSO needs.

How You Will Do Your Work

As a CX Specialist, how results are achieved directly impacts your success and ultimately 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.
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• 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.

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

• Three years in a current CSO role, including Success, CSOS, Support Specialist, or HR Consulting.
• Proven experience in a support role, ideally within a technical or advisory capacity.
• Exceptional problem-solving skills with a proven track record of resolving complex technical issues.
• Strong technical acumen, with the ability to quickly grasp new technologies, products, and software.
• Excellent communication and interpersonal skills, capable of conveying complex solutions in a clear and understandable manner.
• Demonstrated ability to work collaboratively across different teams and departments.
• Highly organized and able to manage multiple priorities in a dynamic, fast-paced environment.
• Experience with SQL, Jira, CS Tools, Confluence, and Zendesk preferred

The base wage range for this position based in our New York City Office is targeted at $43.75 to $52.88 per hour.

#LI-Hybrid #LI-KC2

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks' Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.