This role is within the Accounts & Billing team, which is part of the greater Success Organization. We are currently a team of 5 individual contributors, looking to add a 6th! Reporting to the A&B Manager, your responsibilities will encompass assisting hundreds of users on a weekly basis to ensure they receive the necessary support for successful utilization of our Accounts and Billing platform. Additionally, you will contribute to projects aimed at enhancing our customer experience, communicate insights to corresponding Product and Engineering teams, and maintain our documentation as our tools and processes evolve.

What you’ll do:

• Become an expert in all things Accounts & Billing to provide a superior customer experience via Zendesk.
• Efficiently diagnose new issues and recurring patterns to determine solutions. Take ownership of tickets from initiation to resolution, demonstrating exceptional troubleshooting skills and resourcefulness.
• Take ownership of shaping internal and external processes that directly impact customer engagement and contribute to improved support metrics.
• Work collaboratively across departments—such as Product, Engineering, Legal, Marketing, Finance, Sales, and Customer Success—to plan and execute projects.
• Take ownership of large-scale projects that align with our department's strategic objectives.

What you’ll need to succeed:

• A minimum of 2 years of experience in a technical support role.
• Previous experience working directly with Product and Engineering teams. 
• A proactive approach, with a proven history of taking the lead in developing and refining processes.
• Based in the US, but willing to work in the Pacific Time Zone.
• Exceptional communication skills and tone of voice. You must be proficient in both written and spoken English, but knowledge of other languages is also advantageous!
• Innate problem-solving abilities are critical due to the diverse range of customers we work with.
• Ability to explain complex issues in a way that non-technical customers can understand.
• A strong sense of curiosity and a willingness to share knowledge with others.
• Be audacious, understanding, deliberate, and have an innate ability to simplify complex problems in line with our core values

What makes you stand out:

• More than 2 years experience in technical support.
• Previous experience troubleshooting billing platforms.
• Previous experience with billing platform migrations.
• Previous experience in the SaaS industry.
• Previous experience in a startup environment.
• Experience in self-serve customer support.