Accounts Support Specialist

Responsibilities

Corresponding with our clients via email

Own the customer experience - you will take the lead to help customers figure out what they need and guide them through to resolution with the least effort possible

Articulate insights from our customers to our product, development, and marketing teams

Collaborate with colleagues at all levels throughout the entire organization

Contribute to the improvement of team processes and client-facing support documentation

Drive product change and improvement through continuous feedback and exposure to projects that help make our company the leading productivity platform

Assisting customers with self-service billing & account processes

Navigating CRM payment logs for payment history, inconsistencies, or errors

Collaborating with customers, third-party institutions, and other team members to resolve billing inquiries

Finding financial solutions for customers who may need payment assistance, within our procedures and Terms of Service
Willing to work in US EST hours

At least two years of experience supporting customers via multiple communication channels in a technical environment

Critical and analytical thinking: Ability to evaluate, identify the concern, and take action for further escalation when required

Attention to detail: Ability to probe for and analyze data to identify the best course of action; has great documentation skills

Technical skills: Ability to troubleshoot, replicate customer issues, and follow up on customer issues

Eligible to work full-time hours

Desired Qualifications

Comfortable building relationships with a diverse and global customer base across various communication channels

Able to work independently and prioritize individual workload whilst recognizing when to collaborate and engage with others when needed

A natural empath, yet confident to take charge and control the customer journey and resolve issues effectively and efficiently

A confident communicator, passionate about elevating our customer experience

A curious and analytical learner that can deep dive into new or existing tools to learn them inside out

Strong familiarity with CRM processes and functionality

You enjoy working in a fun, diverse, and friendly culture that focuses on relationships and knows how to celebrate success!