Just A Note: Marc Rosenberg On Justworks' Customer Experience

Before joining Justworks in the fall of 2013, I worked as an HR manager and recruiter for a software consulting company headquartered in New York City. It was my job to interview new employees, get them set up with their benefits and work with the operations team to get everyone paid. I knew the ins and outs of how the company functioned and I knew all the major blockers along the way (insurance brokers, inadequate government websites, and Excel spreadsheets for payroll).

In that job, a lot of my problems arose from how manual these processes were. I often had to call or email something to get anything done, and then getting a responses would mean hours on the phone or lots of back and forth on email. When I came to Justworks, I was uniquely positioned to change that. I was the first customer experience hire and it was up to me to build the CX department I would've wanted to work with.

Building Justworks' Customer Experience Team

The first building block was to create a customer experience, not a customer support, department. I know this seems like one of those silly distinctions only tech people make, but I think it's a real one. A customer support team is there to help users troubleshoot issues. A customer experience team exists to think about customer care: how the user is experiencing the product and even anticipate his or her needs.

Our customer experience team here works closely with the product team. This integration is important because as the main point of contact for customers, we're also their internal advocates for product direction. We can also considerably facilitate the interaction between product and our customers to make sure we involve our customers as we build new features.

I joined Justworks because I was excited to help people who were in a similar position that I had been, but also because I was excited to help people solve real problems. I know customer care sounds simple - it's just replying to emails or answering phone calls, right?

Every week though, it is customer experience that digs down and crunches numbers to see how we can improve the human side of our product. We look into response times to see where we are slow to answer, resolution times to know where we can improve in getting problems resolved faster and overall satisfaction so we can hear directly from the customers where we can improve.

We understand how important it is to make sure that your employees are taken care of, both from a payroll and insurance perspective. There are a lot of moving parts dealing with sensitive information and we’re here to answer your questions and make sure that you have everything you need to help grow your business and make it the best it can be.