Customer Support Specialist, Benefits

About the role

You will serve as the primary point of contact for small business customers navigating benefits and wellness perks, owning the entire lifecycle of their inquiries with empathy and precision. In this capacity, you will act as both a guide and a guardian of their total rewards, ensuring they understand every detail of their health and welfare plans. You will leverage your expertise to demystify complex HR and insurance jargon, translating it into clear, actionable advice that empowers clients to make confident decisions. This position requires you to manage interactions from initial contact through final resolution, taking full responsibility for the customer experience. You will also function as a critical voice of the customer, identifying recurring themes and opportunities to enhance our product offerings. Your daily work will involve collaborating closely with internal teams to resolve intricate cases and provide subject matter expertise. You will be expected to uphold the highest standards of data privacy and regulatory compliance in every interaction. Ultimately, you will shape the perception of Justworks support through your knowledge, communication, and dedication to client success.

Key facts

What you'll do

• Orchestrate the management of a high-volume queue of customer issues spanning medical, dental, vision, retirement, life, and disability insurance, as well as HSA, FSA, and commuter benefits.
• Interpret and deliver guidance on benefit eligibility and employee rights while ensuring strict adherence to HIPAA, COBRA, FMLA, and Section 125 regulatory frameworks.
• Serve as the central liaison for customers, utilizing phone, chat, and ticket systems to facilitate the effective administration of health and welfare plans with precision.
• Synthesize customer feedback from direct interactions to collaborate with cross-functional departments and drive tangible product improvements.
• Author and maintain accurate, detailed documentation while acting as a definitive subject matter expert for both internal staff and external clients.
• Diagnose intricate benefits scenarios, applying analytical skills to untangle complex coverage structures and deliver accurate resolutions.
• Proactively monitor case progress and deadlines to ensure timely outcomes and a seamless experience for clients across diverse time constraints.
• Utilize active listening to decode client needs, then articulate solutions in a manner that is both technically sound and easily comprehensible.
• Foster trust with customers by demonstrating patience, empathy, and a consistent commitment to resolving their most pressing benefits challenges.
• Support the broader team by sharing insights from difficult cases, contributing to the development of best practices and knowledge base articles.
• Evaluate system functionality and user experience to identify gaps that hinder efficient case management or customer satisfaction.
• Represent the Justworks brand with professionalism and integrity, aligning all communications with company values and service standards.

Requirements

• Bring 4-6 years of proven experience in a client-facing or customer-facing role that demanded high-level problem solving and communication.
• Apply 1 year of direct experience working with benefits concepts, practices, and the lifecycle of common employee welfare plans.
• Confirm your availability to work on-site at the New York City office every Tuesday and Wednesday without exception.
• Demonstrate the ability to deconstruct complex policies and technical concepts and present them in clear, simple language to non-experts.
• Provide evidence of a proven track record for managing multiple tasks and priorities within a fast-paced, deadline-driven environment.
• Show a history of maintaining composure and professionalism when handling sensitive or high-stakes customer situations.
• Validate your familiarity with standard HR and benefits administration terminology and processes.
• Acknowledge the necessity of maintaining strict confidentiality and adhering to all data protection protocols in every interaction.

Nice to have

• Hold the Certified Employee Benefits Specialist (CEBS) or Certified Benefits Professional (CBP) designation, indicating a deep commitment to the field.
• Conduct business in Spanish or another second language at a business-level proficiency to expand our support reach.

Practical notes

This is a hybrid position requiring on-site presence in New York City two days per week. Compensation is determined by individual skill set and experience level. Justworks provides a comprehensive benefits package and wellness programs; details are available on the company careers page. Candidates requiring reasonable accommodations for the application process may contact the company via email.