Justworks
CustomerExperienceSpecialist(International)
“Customer Experience Specialist (International) at Justworks. Skills: customer service, technical support, international payroll, benefits, EOR contexts, problem-solving, communication. 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”
What You'll Achieve.
enhancing user satisfaction; improve service delivery; improve our product offerings and functions; ensuring a positive resolution; improve customer experience, product performance, and scalability for international support; increase efficiency and accuracy in international support delivery
Industry & Context.
Exceptional problem-solving skills with a proven track record of resolving complex technical issues; diagnosing issues; reporting bugs and incidents; providing practical solutions; enhancing user satisfaction; managing complex customer support cases; resolving critical moments; diagnosing their problems; Solution-oriented
What They're Looking For.
Must Have
4+ years experience in a customer-facing role, Proven experience in a support role, Exceptional problem-solving skills with a proven track record of resolving complex technical issues, 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
Nice to Have
experience in the EOR space, experience within a technical, advisory, or international/EOR support capacity, Experience with SQL, Jira, CS Tools, Confluence, and Zendesk
What You'll Do.
Serve as a primary point of contact for high-level customer support inquiries
including international payroll
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
and International teams to identify
and resolve complex domestic and global product issues
Partner with International Consultants and cross-functional stakeholders to navigate compliance
and regulatory nuances impacting global customers
Develop and implement strategic solutions that improve customer experience
and scalability for international support
Lead training sessions and workshops for internal teams on international workflows
Enhance and build internal documentation
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
and International teams to stay aligned on updates and provide voice-of-customer feedback
Identify opportunities for automation
and workflow improvements to increase efficiency and accuracy in international support delivery
How You'll Work.
Team & Collaboration
Collaborate with Solutions, Incident Management, Technical, Product Development, and International teams; Partner with International Consultants and cross-functional stakeholders; Maintain biweekly and monthly syncs with stakeholders across Product, Operations, Legal, and International teams; Demonstrated ability to work collaboratively across different teams and departments
Communication Scope
Excellent communication and interpersonal skills, capable of conveying complex solutions in a clear and understandable manner; communicating complex information about our product, processes, and international requirements in an understandable and patient way
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