Being a Champion for SMBs is good for business. And a career defining opportunity for you

As a leading provider of cloud-based software that simplifies, digitizes, and automates complex, financial operations for small and midsize businesses, BILL has grown with an entrepreneurial spirit that pursues continuous innovation. We're driven by the belief that our technology can make a meaningful difference for small to midsize businesses.

We're building the financial operations platform of the future to be used by millions worldwide. We have operations in San Jose, CA Draper, UT, Houston, TX and Sydney, AUS and are continuing to expand into other geographic locations. We're partners with iconic US financial institutions and more than 80% of major accounting firms. If you're looking for a place that helps you do the best work of your career, look no further than BILL.

Make your impact within a rapidly growing Fintech Company

BILL is looking for a support expert who is passionate about resolving tough issues while striving to improve the customer experience and exceed key performance indicators. Our Customer Experience Advocates learn how to navigate a variety of software platforms to assist our customers with questions on using our product effectively, assistance in resolving errors, and providing support through complicated escalations. With continuous training and support, you'll help suggest process optimization, and focus on driving continuous improvement throughout the CX organization.

Location: onsite in Draper, UT

We'd love to chat if you have:

• Customer service experience - software as a service (SaaS), banking, tech support, or sales
• Experience with problem-solving and complex troubleshooting
• Proven ability to multitask, prioritize, and manage time effectively
• Strong listening skills to be able to understand, empathize and resolve customer issues
• Proficient computer skills using MS Office (basic Excel/Word/PP) and/or Google Docs experience
• Intermediate knowledge with common browsers: Chrome, Firefox, Edge, Safari (ie. deleting cookies, clearing cache, etc..)
• Ability to type over 50 words per minute
• Open availability to work weekdays, a 8 hour shift between 6am MST - 7pm MST and Saturday and Sunday between 5am MST to 9pm MST,(40 hours/week) based on business need
• Shifts needed:7am to 4pm MST(Wed - Sun); 10am to 7pm MST (Mon - Fri); 8:30 am to 5:30 pm MST (Mon - Fri)
• Must be willing to work on any support channels (phone or chat) based on business need
• Customer service mindset
  
• Ability to build positive relationships with customers, both internal and external
• Able to work in a fast-paced environment
• Ability to work overtime with little notice; weekends hours and holidays may occasionally be required
• Must be able to adhere to long periods of standing or sitting

Strongly Preferred Experience/Skills:

• 1 or more years relevant work experience, preferably in a Customer Support, or related position
• High volume software support experience via chat or phone
• Familiarity with CRM systems (Zendesk/Salesforce) and practices
• Experience supporting customers in a Software as a Service (SaaS) environment
• Financial technology experience (B2B preferred)
• Accounting experience to include either accounts payable or accounts receivable

Competencies (Attributes needed to be successful in this role):

• Learning Agility/Tech Savvy - foster a culture of interest, curiosity, and aptitude for learning
• Communication - outstanding communication skills, including proper use of spelling and grammar
• Team Player - works effectively and cooperatively with fellow co-workers
• Problem Solving/Decision Making - identify problems, solve them, act decisively, and show good judgement
• Composure - demonstrate emotions appropriate to the situation and continue performing steadily and effectively
• Customer Orientation - passion for helping customers, a good attitude, and a sense of humor
• Active Listening - responsive and empathetic to customer needs

Let's talk about benefits

• 100% paid 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

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