Customer Care Advisor - Premium Care

BILL•Draper, UT

2d•$23 - $27

About The Position

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Make your impact within a rapidly growing Fintech Company 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. As a Premium Care representative, you'll collaborate with the team, sharing product knowledge and delivering efficient solutions that build customer confidence and satisfaction. 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.

Requirements

Exceptional verbal and written communication skills with the ability to convey complex financial and technical information clearly, professionally, and empathetically
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
A minimum of 4 years in customer service or related experience, focusing on elevating the customer experience and maintaining high service standards
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
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
Prior experience in a fast-paced SaaS environment, providing solutions in complex scenarios with a strong accounting background
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
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
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
Skilled in providing product training and delivering actionable workflow recommendations to high-value customers
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
Works closely with cross-functional teams to identify innovative solutions and enhance ongoing product engagement to ensure customers meet their goals
Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future

Responsibilities

Deliver exceptional service through inbound and outbound customer contacts across chat, voice, video, and email
Focus on first-contact resolution and proactive prevention of future issues
Develop deep expertise in the BILL product line
Continuously expand your knowledge of all product offerings through ongoing learning, certifications, and staying up-to-date with product features and updates
Provide a personalized, positive experience by resolving both basic and complex inquiries
Collaborate with the team, sharing product knowledge and delivering efficient solutions that build customer confidence and satisfaction
Accountable to deliver results with no excuses, demonstrating a proactive stance to identify challenges and offer preemptive, data-driven solutions
Take full ownership of customer interactions, acting as a knowledgeable consultant and advocate for solutions
Demonstrate ability to problem-solve and efficiently multitask in a dynamic environment
Be adaptable to change, embrace a growth mindset, and actively contribute to collective goals
Commit to continuous improvement and raising the bar to deliver high-quality service
Manage inbound/outbound inquiries across all channels (email, phone, chat, video conferencing, Sales-to-Service handoffs, and proactive services)
Take complete ownership of every interaction, advocating for solutions within guidelines, establishing trust, and proactively identifying needs, clarifying concerns, and conducting research for effective solutions
Work closely with cross-functional teams to identify innovative solutions and enhance ongoing product engagement to ensure customers meet their goals