Customer Experience Specialist

Join our team as a Customer Experience Specialist, where you will be the primary point of contact for high-level customer support inquiries, serve as an embedded CX representative on a Product Mission Team, and collaborate cross-functionally to prepare for product and operational launches. You will also monitor active bugs and incidents, maintain internal knowledge management resources, and advocate for customer and CSO needs. This role offers a range of benefits, including paid volunteer work, paid parental leave, work from home opportunities, and extensive learning and development opportunities.

• Serve as a primary point of contact for high-level customer support inquiries, ensuring a positive resolution.
• Partner cross-functionally with Revenue Effectiveness and PMM to prepare the CSO for product and operational launches by creating enablement materials.
• Monitor active bugs and incidents through resolution, identifying trends and recurring themes to inform long-term product improvements.

• Exceptional problem-solving skills with a proven track record of resolving complex technical issues
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”
• Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior
• Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening
• Experience with SQL, Jira, CS Tools, Confluence, and Zendesk preferred
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed earnest, and dive in to get the job done well with a positive attitude
• Highly organized and able to manage multiple priorities in a dynamic, fast-paced environment
• Strong technical acumen, with the ability to quickly grasp new technologies, products, and software
• Adaptability - the ability to adjust your approach or actions in response to changes in your external environment
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others
• Three years in a current CSO role, including Success, CSOS, Support Specialist, or HR Consulting
• In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:
• Excellent communication and interpersonal skills, capable of conveying complex solutions in a clear and understandable manner
• Solution-oriented - identifies the source of a question or challenge and provides the right or a better way of doing things
• Camaraderie - Day to day, you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others
• Proven experience in a support role, ideally within a technical or advisory capacity
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example
• Demonstrated ability to work collaboratively across different teams and departments
• Curious - the innate desire to learn, grow, and understand