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.

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, you’ll fit right in.

Who You Are

You are focused on and committed to helping people. You are a customer fanatic with a proven track record of going above and beyond for your customers. You treat others with care and empathy, and assume the best intentions in others. You are a great communicator, being able to simplify complex concepts into clear, easy-to-understand terms. You love to solve problems and figure out how and why things work. You are an analytical, motivated self-starter who thrives in a fast-paced start-up environment. You have the willingness to lean into a challenge and affect change.

As a Customer Retention Specialist, you will be focused on identifying and engaging companies who are at-risk for churn in order to initiate retention focused strategies. These retention strategies will involve highlighting resources, products, and tools that will allow these companies to run their business with confidence. You will be working collaboratively with our Retention Programs team and the Customer Support Specialist teams to identify potential churn-risk and strategize on the best possible retention tactic. Your innovation, willingness to cross collaborate, and customer centricity will be instrumental to your success. You have a passion for lifelong learning and amazing de-escalation skills. You are a great listener who is able to see the bigger picture and simplify complex concepts into clear, easy-to-understand solutions. You are an advocate who is not afraid to ask questions, find and capitalize on new revenue opportunities, and partner with others to effect change.

Your Success Profile

What You Will Work On

• Ensure our at-risk customers are succeeding with Justworks. Consult at-risk customers to understand their needs and connect them to the solutions, tools, resources, and specialists they need to run their businesses with confidence.
• Monitor and identify customers that are at risk for churn to initiate retention strategies proactively
• Articulate the value of the Justworks product to our at-risk customers and resell them to stay on Justworks by asking thoughtful questions regarding what how they use our services and what they enjoy about Justworks 
• Be an ambassador of Justworks and its solutions; you will have an intimate and comprehensive knowledge of our suite of products.
• Proactively drive product adoption and benefits utilization to improve customer satisfaction and retention.
• Have a firm understanding of the PEO/payroll services industry and confidently resell against competitors.
• Work cross functionally with members of the Customer Success, Customer Support, Sales, and various other cross-functional teams.
• Gather feedback from at-risk customers to understand their concerns, reasons for potential churn, and areas where we can improve
• Collaborate with our Retention Programs team to share insights and coordinate efforts to retain at-risk customer
• Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback
• Engage escalating customers, to navigate turning negative experiences around
• Multi-channel support, including phone, email, and video conferencing, to communicate with our at-risk customers with a sense of urgency
• Other duties as needed based on department and/or organizational needs

How You Will Do Your Work

As a Retention Specialist- Support, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

• Consultative - takes an approach that focuses on bu