29 days old

Associate Product Support Specialist

New York, NY 10011
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Who We Are

At Justworks, youll 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.

Were helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. Were data-driven and never stop iterating. If youd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, wed love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, youll fit right in.

Who You Are

Justworks is looking for an Associate Product Support Specialist (PSS) to join our growing Revenue Enablement department and support our Product Specialist Team. As an Associate Product Support Specialist, your main responsibility is to resolve incoming JIRA tickets on workstreams involving, Health Insurance, Payment & Tax, Payment Features, Mobile and Justworks Hours, to name a few. You will also attend and support subject matter expert (SME) calls / meetings, which will be beneficial to you learning about and advancing in the role.

This is a position for someone who is excited to learn about the Product Support Specialist team and how we work with customer success and sales.

Your Success Profile

What You Will Work On

  • Support the various team members on our Product Support Specialist team
  • Resolve and / or initiate JIRA tickets related to the following pods / workstreams - Benefits, Payment Processing, Payment Features, 401K, HRIS, Mobile, Justworks Hours, Ancillary Benefits
  • Learn and embody the Justworks brand and be an advocate for our customers
  • Assist in documenting public-facing Help Center articles, Confluence Pages and videos
  • Triage JIRA bugs as they arise
  • Monitor customer feedback and escalated issues through our Customer Insights Board to discover, report on and escalate trends
  • Work closely with the PSS team to assist in providing regular updates to Customer Success to help maintain the product roadmap
  • Look for process improvements and involve key decision-makers to help make changes across the organization while looking to improve our overall customer experience
  • Other duties as needed based on department and/or organizational needs

How You Will Do Your Work

As an Associate Product Support Specialist, Health Insurance your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

  • Consultative - takes an approach that focuses on building relationships with your team members and internal stakeholders, understanding their problems and assisting in developing solutions to their challenges through open-ended questions and active listening.
  • Taking initiative - being accountable, being committed, and taking initiative to learn about the product, our ever changing industry, and the needs of our customers.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • 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. Youre 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. Youre 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. Youre 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. Youre 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.


  • A minimum of 2 years of equivalent professional experience,
  • Strong written and verbal communication skills with acute attention to detail
  • Highly interested in the PEO industry
  • Able to work together with team members to assist in communicating complex scenarios and supporting a team towards a solution
  • Great at multitasking and can support several work streams at once
  • Quick on your feet and know how to escalate appropriately and professionally
  • Passionate about solving real, complicated problems, identifying trends and the best vehicle to address them
  • A believer in creating a delight-level user experience for the customer
  • Deeply caring about your teammates and customers
  • Aligned with Justworks mission and core values: Compassion, Openness, Grit, Integrity and Simplicity

#LI-Hybrid #LI-CD1

Please Note: In accordance with New York City public health requirements, and because this position requires onsite work, this position will require the successful candidate to show proof of vaccination against COVID-19. As an equal opportunity employer, Justworks will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

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.

Our DEI Commitment


Posted: 2022-06-04 Expires: 2022-07-06

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Associate Product Support Specialist

New York, NY 10011

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