Customer Success Tools/Zendesk Administrator

<div class="ats"> <h1><strong>Who we are</strong></h1> <p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.</span></p> <h1><strong>The Job - Customer Success Tools Administrator</strong></h1> <p><span style="font-weight: 400;">In this role, you will be a key leader in the Customer Support group within the Justworks Customer Success (CS) department, with a specific focus on tools administration and optimization. You will also focus on automation and process improvement, with the goal of making it as easy as possible for team members to provide solutions and delight to our customers. This role will also leverage our existing internal tools to establish automated reporting on productivity, quality, survey results, interaction volume and missed call rates.</span></p> <p><span style="font-weight: 400;">This role reports to the Director of Customer Support.</span></p> <h1><strong>Who you are</strong></h1> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Someone with a strong passion for tools, reporting, and automation</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Able to write/pitch tool and system improvements that include statistical impact on budget, productivity, and customer experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Wildly collaborative and excited to work with different teams on varied challenges</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Interested in operations, and excited by opportunities to drive process improvements</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Ready to focus your energy improving employee and customer experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Deeply caring about your teammates, peers and customers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Passionate about our CS team identity of being Humans, Owners, Optimists and Experts, and our approach of service excellence</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Aligned with Justworks’ mission and our core values: Camaraderie, Openness, Grit, Integrity and Simplicity</span></li> </ul> <h1><strong>What you'll do</strong></h1> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Be the primary administrator for all Customer Success-owned tools for customer interactions, satisfaction, and health</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Develop and automate reporting for the overall department and individual teams</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Own onboarding and offboarding of team members and work to automate account setup</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Review potential vendors to improve employee and customer experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Lead implementation of new systems and applications; partner with CS Training to acclimate employees with new tools</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Triage day-to-day issues that arise for internal and external tools</span></li> </ul> <h1><strong>Qualifications</strong></h1> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">At least two years of experience administering Customer Success tools</span></li> <li style="font-weight: 400;"> <strong>Administration experience with Zendesk required</strong><span style="font-weight: 400;">; custom application experience preferred</span> </li> <li style="font-weight: 400;"><span style="font-weight: 400;">Familiarity with Talkdesk, Salesforce, Litmos, Slack, Jira and/or Tableau a plus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Proven experience implementing and improving systems</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Track record of excellence in previous roles</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">High interest in data analysis, automation and process improvement required</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Previous customer service management experience a plus</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Impeccable written and verbal communication skills with acute attention to detail</span></li> </ul> <p><span style="font-weight: 400;">Visa sponsorship for this role is currently not available.</span></p> <p><strong>Diversity at Justworks</strong></p> <p><span style="font-weight: 400;">Justworks’ vision is for all identities, backgrounds and expressions to be represented in the workplace. We're building the foundation for long-term success and intend to cultivate a safe, collaborative and inclusive space and company culture.</span></p> <p><span style="font-weight: 400;">We’re 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.</span></p> </div>