Customer Experience Specialist (International)

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.

Responsibilities

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

Requirements

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; 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

Nice to have

Experience with SQL, Jira, CS Tools, Confluence, and Zendesk; ideally with experience in the EOR space; ideally within a technical, advisory, or international/EOR support capacity

Benefits

great benefits; wellness program offerings; company retreats