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Customer Retention Specialist



Customer Service
New York, NY, USA
Posted on Saturday, June 1, 2024

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 customers
  • 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 building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
  • Resourcefulness - taking a can-do approach, even in the face of obstacles and constraints by assessing what’s in front of you and effectively and efficiently optimizing what you have, whether it's working on something new or thinking about how to do something better.
  • Clear communication - the ability to articulate thoughts and express ideas effectively using oral, written, visual and non-verbal communication skills, as well as listening skills to gain understanding.
  • Initiative and motivation - identifying what needs to be done and doing it before being asked or before the situation requires it.
  • Customer focus - builds strong customer relationships and delivers customer-centric solutions.

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.”


  • 6 years minimum professional experience in customer service or client-facing role - preferably in B2B SaaS environment or B2B contact center
  • 1 year of experience working in PEO, payroll, or HR industries
  • Experience in HR Tech/SaaS is a plus
  • A track record of operating in a time sensitive or deadline driven environment
  • Curiosity and an aptitude for learning new things and understanding how and why things work
  • Acute attention to detail and strong de-escalation skills
  • Fast learner and ability to become an expert in our products and services
  • Product guru with a desire to understand the details of how and why things work
  • Demonstrated track record of a passion for customer centricity and driving retention strategies
  • Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
  • Excellent at time management, organization, and prioritizing tasks
  • Experience with Zendesk, JIRA, Talkdesk, Google Suite, Microsoft Office or related tools

The base wage range for this position based in our New York City Office is targeted at $35.00 to $38.50 per hour.

#LI-Hybrid #LI-CD1

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.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

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 or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com. Your comfort and success matter to us, and we're here to ensure an inclusive experience.

Our DEIB Report and Our DEI Commitment