Who You Are:

You are a customer-focused problem solver who thrives in a fast-paced environment. As the first hire in this function, you are a hands-on practitioner who takes pride in getting things right from day one. You are passionate about the Justworks product and possess the technical curiosity to leverage AI and automation to scale our support as we grow. You are comfortable being "in the weeds" with complex inquiries and enjoy the process of documenting insights to define our standard of excellence for international support.

What You’ll Do:

• Own the front-line experience for Admins and EOR employees across phone, email, and chat, providing expert guidance on international payroll, benefits, and platform navigation.
• Partner with International Consultants to navigate complex compliance and HR issues, ensuring customers receive holistic, accurate, and high-touch support.
• Serve as the product expert for the Justworks international offering, guiding customers through the platform and ensuring they maximize its value.
• Collaborate cross-functionally with Product, Operations, and Legal to streamline workflows and bridge the gap between customer needs and internal processes.
• Build the foundational knowledge base by creating the initial documentation, FAQs, and standard operating procedures that will serve as the blueprint for the team’s growth.
• Drive AI & Efficiency initiatives by identifying and implementing automation opportunities to improve support speed and accuracy.
• Close the feedback loop by relaying customer insights to Product and Operations teams, directly influencing the international product roadmap.

How You’ll Do Your Work:

As a Customer Support Specialist, International, 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 building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Taking responsibility: being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior.
• Adaptability: the ability to adjust your approach or actions in response to changes in your external environment.
• Solution-oriented: identifies the source of a question or challenge and provides the right, or a better, way of doing things.
• Curious: the innate desire to learn, grow and understand.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• 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.
• 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.
• 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.
• 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.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications:

• 4+ years experience in a customer-facing role, ideally with experience in the EOR space.
• Proven track record of building new functions or workflows and automating processes for scale.
• Excellent communication, problem-solving, and consultative skills.
• Native or close to native English fluency (written and verbal).
• Experience working with US-based customers and stakeholders.
• A proactive approach to learning and a track record of using new tools (AI, automation, or knowledge systems) to work more efficiently.
• Ability to work independently as an individual contributor while keeping internal teams updated on customer trends.
• Expert-level proficiency with Zendesk, JIRA, or AI-integrated support tools is a plus.
• Experience at a high-growth SaaS company is a plus.
• Experience with leading others in a team-lead or manager capacity is a plus.

The base wage range for this position based in our Mexico City Office is targeted at 600,000 MXN - 750,000 MXN per year (50,000 MXN - 62,500 MXN per month).

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