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Justworks is seeking a Customer Experience Specialist to serve as a bridge between customers and internal product teams. In this role, you'll be the primary point of contact for high-level customer support inquiries, ensuring positive resolutions while advocating for customer needs across the organization.
You will be embedded on a Product Mission Team, developing deep expertise in assigned product areas and partnering in discovery, proof of concepts, solution design, and roadmap discussions. This cross-functional collaboration ensures the voice of the customer shapes product development.
Key responsibilities include:
- Managing complex customer support cases and resolving critical issues
- QA testing new product features and enhancements prior to launch, validating functionality, workflows, and edge cases
- Partnering with Revenue Effectiveness and Product Marketing to prepare the Customer Success organization for launches through enablement materials and coaching
- Serving as the first point of validation for reported bugs and incidents, investigating issues, reproducing problems, and submitting detailed tickets to drive resolution
- Monitoring active bugs and incidents to identify trends and inform long-term product improvements
- Maintaining and enhancing internal knowledge management resources and Help Center content
- Collaborating with Solutions, Incident Management, Technical, and Product Development teams on complex issues
You bring extensive customer service and technical support experience with a proven track record of managing complex cases and developing innovative solutions. You excel at diagnosing issues, communicating complex information clearly, and providing critical feedback to improve product offerings. Your consultative approach, adaptability, solution-oriented mindset, and curiosity make you effective at building strong relationships across teams.
