Premium CARE Supervisor

BILL•San Jose, CA

9h•Hybrid

About The Position

At BILL, we empower businesses by replacing outdated financial processes with innovative tools, helping them make smarter decisions and gain control of their operations. We are creating the future of financial automation so businesses can focus on what matters. Working at BILL means joining a vision-driven team that tackles challenges and builds cutting-edge solutions in a fast-paced, ever-changing environment. We value purpose, drive, and curiosity. BILLders collaborate in offices in San Jose, CA, Draper, UT, or in remote-eligible roles to deliver real impact. We are committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. This role offers an opportunity to make an impact within a rapidly growing Fintech Company.

Requirements

A minimum of 3-5 years of experience in a customer service leadership role, with a proven track record of improving customer satisfaction metrics and processes.
1 year experience working with strategic accounts
Robust knowledge of MS Excel or Google Sheets required
Proficient in Workforce Management (WFM) applications (Calabrio) and Customer Relationship Management (CRM) systems (Salesforce)
Ability to think and act strategically within a dynamic, fast-paced organization.
A positive, people-oriented demeanor with an enthusiastic attitude and growth mindset
Effective leadership in discussions, presentations, and influencing others.
Flexes style and approach as the situation requires: can direct, collaborate, or empower.
Adept at articulating the “why” and draws a line-of-sight to the customer, focusing on outcomes.

Responsibilities

Lead and manage a team of approximately 15 agents
Drive team performance and results through 1:1’s, team meetings, QA coaching, goal-setting, skill development, and agent accountability.
Build a positive leadership brand that inspires trust, fosters collaboration, and drives success for your team and organization.
Proficiency in de-escalating conflicts and engaging in customer contacts as needed
Maintain a proactive approach to change management and effectively navigate adversity within the team.
Capacity to work effectively with others towards a common goal, leveraging interpersonal skills to build consensus and drive collective action.
Ability to effectively analyze situations, weigh options, and come to a decision promptly.
Communicate clearly to varying levels of audience in clear and confident fashion.
Seeks input from all team members, valuing diverse opinions and backgrounds.
Contributes to an open, inclusive and psychologically safe environment where team members feel comfortable sharing their ideas and perspectives.
An understanding of contact center metrics of success and track record in improving performance in those respective areas, including adherence, customer satisfaction, QA, etc.