Who You Are

Justworks is looking for a natural born leader to start a new team critical to the company as we scale up our product and operations.

The Product Support Specialist partners with Product Managers and with peers in Design, Engineering, and Operations to build and maintain successful features, benefits, and programs for Justworks’ members - both internally and externally. You’re the voice of the CX and Account Management team and own that relationship pre and post product building.

This role requires specialized knowledge of Justworks CX and product offerings in order to inform changes to new features, benefits, internal tools, and operations. The Product Support Specialist will support feature releases and guide peers on the CX team as new features are developed.

Your Success Profile

What You Will Work On

In addition to meeting and communicating with product teams on a regular basis, as a Product Support Specialist you will work in conjunction with Product Managers to:

• Develop and scope both internal and member facing tools with PMs, speak as the voice of CX during scoping exercises
• Outline optimal workflows for internal operations and build tools around it.
• Work with both the CX team and the engineering team to catalogue, prioritize, and exterminate bugs prior to launch.
• Create FAQs and Zendesk articles for new product launches
• Provide new product training for the support team (and entire company when necessary)
• Coordinate with Product Marketing and CX team managers to ensure adequate launch/post-launch support coverage across all channels, including Olark and social media.
• Collect, suggest and evaluate new feature requests from CX teams and work with Product team to prioritize
• Consult with designers to ensure UI and workflows are synchronized for maximum efficiency.
• Serve as the support expert to the entire company.
• Spend a minimum of 25% of work time handling Support tasks -- maintaining familiarity with all concepts, practices, and procedures followed by the support team.
• Performs other related duties as assigned.

How You Will Do Your Work

As a 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.
• 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

• Minimum of 1 year in a Product heavy environment
• Familiarity with working with SMBs
• Systems thinker with a creative mindset
• Excellent problem solving skills and ability to prioritize complex issues
• Proactive, with a can-do attitude with strong interpersonal skills- comfortable working with and building consensus across all functions and levels of the organization.
• Adaptable with a positive attitude
• Customer first mentality 

The base wage range for this position based in our New York City Office is targeted at $86,000.00 to $94,600.00 per year.

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