Make your impact within a rapidly growing Fintech Company

Customer Experience (CX) is a group of bold, goal oriented, fast moving and customer obsessed individuals who care deeply for each other’s success, growth and development. We take fierce pride in the opportunity our CX team has to positively impact customers’ businesses and their lives. We appreciate and celebrate our past but we are constructively dissatisfied about the opportunities we have in hand and the future we need to build. We are now writing the next chapter of our customer experience journey that we are referring to as CX 2.0. Our future roadmap will bring the best of our customer-obsessed frontline associates and the humanized digital experiences together, for an effortless and seamless experience for our customers . As part of the CX 2.0 journey, we are looking for bold, inspiring and innovative team members to join our CX team to make a meaningful impact to our CX team members, customers and BILL brand as a whole.

This role will be a member of BILL CX Operations team and has a unique and inspiring opportunity to support our CX agent systems, tools, and automation. Beyond the functional responsibility, this team member will be a contributor to the CX Service Enablement team in building CX 2.0, our next chapter in transforming our service and support.

• Administer and oversee various CX systems and tools, including configurations, day to day management, and ongoing enablement
• Support system and tool issues and troubleshoot incidents as needed
• Partner with cross functional teams to represent the needs of the CX teams including intake, handoffs, and prioritization
• Track KPIs to measure performance at the individual and segment level, as well as overall impact on tool enablement and adoption
• Support Salesforce Service Cloud implementation and ongoing maintenance
• Other duties as assigned

We’d love to chat if you have:

• Experience with CRM, Project Management, Contact Center technology and success tools such as: Salesforce, Five9, Amazon Connect, MaestroQA, Calabrio, and AI contact center tools
• 5+ years of experience in Customer Operations within a SaaS or FinTech environment
• 5+ years of experience in Operations, Program Management, or Field Enablement roles
• Bachelor’s degree in business, economics, or other quantitative disciplines, or equivalent experience
• Experience developing and implementing processes, programs, & operating rhythms in an agile environment
• Intermediate proficiency in data analysis tools such as Tableau, Excel, and Google Sheets
• Effective communication and presentation skills, including experience presenting to senior leadership
• Proven ability to work independently and prioritize tasks across all levels of an organization
• Experience collaborating with cross-functional teams and communicating across multiple geographies
• High attention to detail, strong work ethic, a can-do attitude, and an ability to meet tight deadlines
• Demonstrated success in identifying areas for process improvement and implementing effective solutions

This role offers a hybrid option with 2 days per week in-office if you are within 50 miles of our Draper, UT, or San Jose, CA offices. If you reside beyond this radius, the role is eligible for fully remote work within the United States.

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