Who we are
At Justworks, youll enjoy a welcoming & casual environment, great benefits, wellness program offerings, company retreats, & the ability to interact with & learn from leaders in the startup community. We work hard & care about our most prized asset - our people.
Were helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. Were data driven & never stop iterating. If youd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful & having fun while doing it, wed love to hear from you.
The Job - Customer Success Tools 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 & optimization. You will also focus on automation & process improvement, with the goal of making it as easy as possible for team members to provide solutions & delight to our customers. This role will also leverage our existing internal tools to establish automated reporting on productivity, quality, survey results, interaction volume & missed call rates.
This role reports to the Director of Customer Support.
Who you are
- Someone with a strong passion for tools, reporting, & automation
- Able to write/pitch tool & system improvements that include statistical impact on budget, productivity, & customer experience
- Wildly collaborative & excited to work with different teams on varied challenges
- Interested in operations, & excited by opportunities to drive process improvements
- Ready to focus your energy improving employee & customer experience
- Deeply caring about your teammates, peers & customers
- Passionate about our CS team identity of being Humans, Owners, Optimists & Experts, & our approach of service excellence
- Aligned with Justworks mission & our core values: Camaraderie, Openness, Grit, Integrity & Simplicity
What you'll do
- Be the primary administrator for all Customer Success-owned tools for customer interactions, satisfaction, & health
- Develop & automate reporting for the overall department & individual teams
- Own onboarding & offboarding of team members & work to automate account setup
- Review potential vendors to improve employee & customer experience
- Lead implementation of new systems & applications; partner with CS Training to acclimate employees with new tools
- Triage day-to-day issues that arise for internal & 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, Jira and/or Tableau a plus
- Proven experience implementing & improving systems
- Track record of excellence in previous roles
- High interest in data analysis, automation & process improvement required
- Previous customer service management experience a plus
- Impeccable written & 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 & expressions to be represented in the workplace. We're building the foundation for long-term success & intend to cultivate a safe, collaborative & inclusive space & company culture.
Were 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.