Customer Experience Specialist (International)

Mexico City, MexicoHybrid

Responsibilities

Own subject matter expertise across Justworks products, with a specialization in international offerings, and partner closely with Product teams.
Collaborate with Solutions, Incident Management, Technical, Product Development, and International teams to identify, analyze, and resolve complex domestic and global product issues.
Develop and implement strategic solutions that improve customer experience, product performance, and scalability for international support.
Lead training sessions and workshops for internal teams on international workflows, new features, and best practices.
Enhance and build internal documentation, FAQs, and SOPs in CS Confluence/Help Center to support international customer scenarios and empower Customer Success teams.
Advocate for customer needs and insights, including international trends, in product development discussions to influence roadmap decisions.
Maintain biweekly and monthly syncs with stakeholders across Product, Operations, Legal, and International teams to stay aligned on updates and provide voice-of-customer feedback.
Identify opportunities for automation, AI integration, and workflow improvements to increase efficiency and accuracy in international support delivery. How You Will Do Your Work

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.
You have a unique ability to adapt your technical knowledge to assist our frontline support with a variety of situations, including navigating global customer scenarios, diagnosing their problems, and ensuring they receive timely and accurate solutions.
experience in a customer-facing role, ideally with experience in the EOR space. Proven
experience in a support role, ideally within a technical, advisory, or international/EOR support capacity.
Demonstrated ability to work collaboratively across different teams and departments.
Experience with SQL, Jira, CS Tools, Confluence, and Zendesk preferred

The base wage range for this position based in our Mexico City Office is targeted at 67,750 - 87,150 per month. #LI-Hybrid #LI-MM3
Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.
For more information about Justworks’ Total Reward Philosophy, including all of the perks and

benefits we are proud to offer our team members, please visit Total Rewards @ Justworks .
If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com .

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.
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 As a Customer
Experience Specialist, you are a dedicated professional with extensive customer service and technical support experience.
Your expertise is mostly in diagnosing issues, reporting bugs and incidents, providing practical solutions, and enhancing user satisfaction, including within international payroll, benefits, and EOR contexts.
You have the drive to continually identify and provide critical feedback to our internal teams to improve our product offerings and functions, including those supporting international expansion.
You are excellent at communicating complex information about our product, processes, and international
requirements in an understandable and patient way, which will be vital to building strong relationships with our internal customers and team members.