BILL Customer Care Advisor at BILL provides advanced support for complex partner issues in financial automation. The role involves investigating problems, coordinating solutions, and preventing repeat concerns through product expertise.
Responsibilities
Deliver empathetic, consultative support to partners across phone, chat, video, and email.
Own complex partner issues—including payment research, advanced synchronization challenges, and escalations—from investigation through resolution.
Analyze problems systematically, gather relevant information, and apply sound judgment to determine effective solutions.
Explain technical issues and changing information clearly to partners and internal stakeholders.
Coordinate with cross-functional teams to resolve issues, clarify requirements, and keep partner commitments on track.
Identify root causes and recommend process, product, or knowledge improvements that prevent recurring issues.
Maintain advanced knowledge of assigned products, features, releases, and capabilities, including required certifications.
Meet or exceed quality, resolution-rate, schedule-adherence, and service-level expectations while contributing to UAT, beta programs, proactive engagement, onboarding, and other team initiatives.
We’d love to chat if you have:
A high school diploma or GED.
Four years of experience in a complex service environment, including three years handling escalated customer concerns.
Strong technical aptitude, troubleshooting skills, and the ability to independently resolve complex, non-routine issues.
Qualification
A high school diploma or GED
Required
A high school diploma or GED
Four years of experience in a complex service environment
