Financial Customer Support Analyst

Prompt

1d•Hybrid

About The Position

We are seeking a high-performing Financial Customer Support Analyst to join our team. This role is the backbone of our customer experience, bridging the gap between technical support and financial operations. You will be responsible for managing the end-to-end customer journey in Help Scout, overseeing Accounts Receivable workflows, and ensuring our billing processes maintain the highest standards of accuracy. The ideal candidate is a proactive problem-solver who thrives on efficiency, clear communication, and the constant drive to improve the way we serve our clients.

Requirements

Education: Bachelor’s degree in Business, Finance, or a related field.
Experience: 2+ years of experience in Customer Support, Accounts Receivable, and or Billing.
Communication: Excellent written and verbal communication skills that display the ability to distill complex topics into digestible insights for stakeholders- including the ability to train on new processes.
Technical Skills: Developed Excel/Google Sheets skills and exposure to NetSuite or QuickBooks
Resourcefulness/Problem Solving: You use all the resources available to you while thoroughly thinking through problems to provide solutions for our customers and take the lead on resolving complicated technical or financial hurdles.

Responsibilities

Customer Experience Ownership: Manage Help Scout and Accounts Receivable processes from start to finish. You’ll develop saved replies, custom workflows, and automations to slash response times and boost efficiency.
Financial Integrity: Execute invoicing processes with extreme precision, maintaining a 97% or higher billing accuracy rate.
Strategic Communication: Act as a diplomat for the brand, handling tense interpersonal situations with tact. You will explain complex financial or technical topics to customers and keep the team updated on known product issues.
Cross-Departmental Collaboration: Partner with Sales and Success teams to handle customer education and support. You’ll be the "first responder" who flags issues with cross-departmental consequences to leadership.
Continuous Improvement: Proactively identify patterns in support tickets to scope issues, triage outages, and develop training materials for both customers and our internal finance team.