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Role Description

In Premium Care, we focus on delivering exceptional service through inbound and outbound customer contacts across chat, voice, video, and email, with a strong emphasis on first-contact resolution and proactive prevention of future issues. You will develop deep expertise in the BILL product line while continuously expanding your knowledge of all product offerings through ongoing learning, certifications, and staying up-to-date with product features and updates. You’ll provide a personalized, positive experience by resolving both basic and complex inquiries.

• Accountable to deliver results with no excuses, demonstrating a proactive stance to identify challenges and offer preemptive, data-driven solutions.
• Takes full ownership of customer interactions, acting as a knowledgeable consultant and advocate for solutions.
• Demonstrated ability to problem-solve and efficiently multitask in a dynamic environment, with a desire to solve problems and leave people better than you found them.
• A collaborative team player who is adaptable to change, embraces a growth mindset, and actively contributes to collective goals.
• Committed to continuous improvement and raising the bar to deliver high-quality service.
• Top Tier Communication: Exceptional verbal and written communication skills with the ability to convey complex financial and technical information clearly, professionally, and empathetically.
• High-volume support experience: Demonstrated excellence in providing product support across all channels (chat, email, phone, and video conferencing).
• Background in supporting strategic accounts, coupled with the insight to navigate complex business environments and identify opportunities for our products to optimize enterprise workflows.

Qualifications

• Experience: A minimum of 4 years in customer service or related experience, focusing on elevating the customer experience and maintaining high service standards.
• Technical & Financial Acumen: In-depth expertise in financial technology, including extensive experience with BILL AP/AR products, Accounting Software Sync integrations (NetSuite, Intacct, QBO, QBE, Xero), and a solid understanding of the B2B financial technology sector.
• Support & CRM Proficiency: Demonstrated excellence in high-volume, omnichannel product support (chat, email, phone, video conferencing) and at least 1 year of experience with CRM systems like Salesforce.
• SaaS and Accounting Knowledge: Prior experience in a fast-paced SaaS environment, providing solutions in complex scenarios with a strong accounting background.
• Work Ethic: Flexible, self-motivated, and able to work independently while maintaining high performance, meticulous attention to detail, and a strong sense of ownership for accurate, high-quality service.
• Analytical & Problem-Solving: Possesses strong analytical skills to interpret data/trends and communicate strategic, value-driven solutions. Proven ability to troubleshoot complex issues with empathy and active listening to achieve prompt, high-quality, and often first-contact resolution.
• Efficiency: Ability to multitask, prioritize effectively in high-pressure environments, manage tickets with advanced proficiency and thorough follow-through, and coordinate cross-functional collaboration for faster resolution.
• Customer Engagement: Skilled in providing product training and delivering actionable workflow recommendations to high-value customers.
• Omnichannel Support & Ownership: Manage inbound/outbound inquiries across all channels (email, phone, chat, video conferencing, Sales-to-Service handoffs, and proactive services). Takes complete ownership of every interaction, advocating for solutions within guidelines, establishing trust, and proactively identifying needs, clarifying concerns, and conducting research for effective solutions.
• Collaboration: Works closely with cross-functional teams to identify innovative solutions and enhance ongoing product engagement to ensure customers meet their goals.

Requirements

• Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more