Customer Experience Specialist (International)

Job description

# **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](https://www.justworks.com/careers#values) If this sounds like you, you’ll fit right in. # **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, including within international payroll, benefits, and EOR contexts. 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, including navigating global customer scenarios, diagnosing their problems, and ensuring 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, including those supporting international expansion. You are excellent at communicating complex information about our product, processes, and international requirements in an understandable and patient way, 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, including international payroll, benefits, and EOR-related cases, ensuring a positive resolution. - Own subject matter expertise across Justworks products, with a specialization in international offerings, and partner closely with Product teams. - Collaborate with Solutions, Incident Management, Technical, Product Development, and International teams to identify, analyze, and resolve complex domestic and global product issues. - Partner with International Consultants and cross-functional stakeholders to navigate compliance, HR, and regulatory nuances impacting global customers. - Develop and implement strategic solutions that improve customer experience, product performance, and scalability for international support. - Lead training sessions and workshops for internal teams on international workflows, new features, and best practices. - Enhance and build internal documentation, FAQs, and SOPs in CS Confluence/Help Center to support international customer scenarios and empower Customer Success teams. - Advocate for customer needs and insights, including international trends, in product development discussions to influence roadmap decisions. - Maintain biweekly and monthly syncs with stakeholders across Product, Operations, Legal, and International teams to stay aligned on updates and provide voice-of-customer feedback. - Identify opportunities for automation, AI integration, and workflow improvements to increase efficiency and accuracy in international support delivery. ## **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** - 4+ years experience in a customer-facing role, ideally with experience in the EOR space. - Proven experience in a support role, ideally within a technical, advisory, or international/EOR support 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 Mexico City Office is targeted at 67,750 - 87,150 mxn per month. #LI-Hybrid #LI-MM3 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](https://www.justworks.com/careers#total-reward-philosophy). # **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 or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at [accommodations@justworks.com](mailto:accommodations@justworks.com). Your comfort and success matter to us, and we're here to ensure an inclusive experience. [Our DEIB Report](https://www.justworks.com/press/company-news/justworks-impact-report-2024)