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Customer Success Tools/Zendesk Administrator

| Greater NYC Area

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.

The Job - Customer Success Tools/Zendesk 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 and optimization. You will also focus on automation and process improvement, with the goal of making it as easy as possible for team members to provide solutions and delight to our customers. This role will also leverage our existing internal tools to establish automated reporting on productivity, quality, survey results, interaction volume and missed call rates.

This role reports to the Director of Customer Support.

Who you are

  • Someone with a strong passion for tools, reporting, and automation
  • Able to write/pitch tool and system improvements that include statistical impact on budget, productivity, and customer experience
  • Wildly collaborative and excited to work with different teams on varied challenges
  • Interested in operations, and excited by opportunities to drive process improvements
  • Ready to focus your energy improving employee and customer experience
  • Deeply caring about your teammates, peers and customers
  • Passionate about our CS team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence
  • Aligned with Justworks’ mission and our core values: Camaraderie, Openness, Grit, Integrity and Simplicity

What you'll do

  • Be the primary administrator for all Customer Success-owned tools for customer interactions, satisfaction, and health
  • Develop and automate reporting for the overall department and individual teams
  • Own onboarding and offboarding of team members and work to automate account setup
  • Review potential vendors to improve employee and customer experience
  • Lead implementation of new systems and applications; partner with CS Training to acclimate employees with new tools
  • Triage day-to-day issues that arise for internal and external tools

Qualifications

  • 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, Pendo, Jira and/or Tableau a plus
  • Proven experience implementing and improving systems
  • Track record of excellence in previous roles
  • High interest in data analysis, automation and process improvement required
  • Previous customer service management experience a plus
  • Impeccable written and 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 and expressions to be represented in the workplace. We're building the foundation for long-term success and intend to cultivate a safe, collaborative and inclusive space and company culture.

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 status, disability, gender identity or expression, veteran status, or any other legally protected status.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • Ruby on RailsFrameworks
    • MySQLDatabases

Location

All positions are based at Justworks’ headquarters in the historic Starrett Lehigh building, which overlooks the Hudson River at 601 West 26th Street,

What are Justworks Perks + Benefits

Justworks Benefits Overview

People are our most prized asset. We do hard work, and we’ll always work hard to take care of you.

Culture
Volunteer in local community
Whether it's through Justworks-sponsored initiatives or in pursuit of a cause that matters to you, get paid while you're giving back. All Justworks’ employees get up to five fully-paid volunteer day
Partners with Nonprofits
Through Partnerworks, our team provides learning and development, recruitment, and networking opportunities to groups that are typically underrepresented in our industry.
Friends outside of work
Get to know your colleagues and make new friends during outings to local NYC events, our annual summer camp retreat, and monthly random lunches.
Eat lunch together
Monthly random lunches help us all take some time out to meet people from across the company.
Diversity
Dedicated Diversity/Inclusion Staff
Justworks’ dedicated program manager for Diversity and Inclusion (D+I) oversees the company’s formal practices and policies.
Diversity manifesto
At Justworks, we believe it takes diversity of identity, culture, and life experience to create a world in which starting, running, and joining a growing business is an accessible option for all.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Justworks employees can contribute up to $2,500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
We offer weekly onsite yoga and meditation classes.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Time allotted for learning

Additional Perks + Benefits

Enjoy access to top-notch medical, dental, and vision insurance with the options you need to feel secure and take care of yourself, your way. Justworks offers plans with 100% covered premiums for individuals and 90%+ covered premiums for families.

Taking care of yourself doesn't end with having good health insurance, especially when it comes to dealing with stress or issues in your life outside of work. Get free access to Talkspace, the leader in anonymous, accessible, and professional online therapy. Plus, with Health Advocate, you’ll have legal, financial, and medical bill resources at the ready.

We carefully vet the benefits and perks we offer in Justworks. That means you get access to all the same great options as our customers, plus everything that’s still in beta — all while helping to make our product even better.

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