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Customer Care Advisor - Premium Care

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Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

At BILL, we listen, learn, and lead—fostering collaboration and a drive for continuous growth. We’re committed to building a diverse and inclusive workplace that values each person’s unique skills and experiences. Even if you don’t meet every requirement, we’d love to hear from you—you might be just what we’re looking for, whether in this role or another.

✨ Let’s give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

As a Customer Care Advisor you will provide a consultative service experience through handling inbound and outbound customer contacts via chat, voice, video and email with a priority on first-contact resolution and future issue avoidance for our most strategic direct customers. Demonstrate expertise in a single product line and enhanced understanding of all product lines by maintaining up-to-date knowledge and certifications regarding product features, releases and capabilities. Influence BILL culture across the CARE team including contributing to and participation in culture building programs and activities and consistently reflecting BILL values

This looks like:

Approach each customer interaction with empathy and through effective active listening skills
Develop expertise in the agent and product technology suite including Five9, Salesforce, Google Suite, etc.
Demonstrate the ability to troubleshoot complex issues finding the best solution for the business and the customer- includes payment research concerns , advanced sync issues and escalations
Demonstrate the ability to de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
Enhance customer interactions by offering recommendations, cross-selling features or products or sharing new information thereby adding value beyond their initial inquiry
Participate in proactive customer engagement projects to influence positive change in behavior and product use on the part of the customer
Meet or exceed Key Performance Indicators (KPIs) including Customer Effort Score (CES), Quality (QA), Resolution Rate, Transfer Rate, Schedule Adherence, etc.
Meet service level agreements and uphold case management standards ensuring all cases and follow-up take place within 4 business hours
Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
Proactively identify leading indicators for an improved customers experience and participate in project to implement these changes at scale
Adhere to attendance standards and guidelines
Proactively seek feedback and training opportunities consistently
Participate in proactive resolutions through customer survey results or leadership identification
Actively participate in UAT and Beta projects to drive improvements
Participate in team meetings and contribute positively to team culture
Always aim to be solution-oriented, take ownership and demonstrate accountability

We’d love to chat if you have:

Required:

High School Diploma or GED
4 years in a complex service environment including financial services, healthcare, insurance, etc.
3 years managing escalated customer concerns
Customer orientation demonstrated through the ability to employ empathy and active listening effectively
Strong technical aptitude and troubleshooting skills including Google Suite, Salesforce and call center telephony systems
Strong math and logic skills including basic algebra
Strong attention to detail, organization and the ability to multitask
Strong verbal and written communication skills including college level English proficiency
Ability to exercise sound judgment in all situations
Passion for fostering customer relationships and upsell conversations
Ability to thrive in a fast-paced, high-pressured changing environment
Ability to assist customer via phone, chat, video, SMS, in-person and/or email

Nice to Have:

College degree or equivalent
Bilingual
Experience in banking or financial services
Experience in accounting or bookkeeping
Experience in sales or customer success

#evergreen

The estimated hourly range for this role is noted below for our office location in San Jose, CA. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

San Jose pay range

$26.49—$31.49 USD

The estimated hourly range for this role is noted below for our office location in Draper, UT. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range

$22.55—$26.78 USD

What’s in it for you?

Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well.

Here is a preview of some of the amazing benefits here at BILL:

100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
HSA & FSA accounts
Life Insurance, Long & Short-term disability coverage
Employee Assistance Program (EAP)
11+ Observed holidays and wellness days and flexible time off
Employee Stock Purchase Program with employee discounts
Wellness & Fitness initiatives
Employee recognition and referral programs
And much more

Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages.

BILL is an Equal Opportunity Employer that values diversity and inclusion. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com.

Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.

Average salary estimate

$51316.5 / YEARLY (est.)

min

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$46934K

$55699K

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What You Should Know About Customer Care Advisor - Premium Care, BILL

As a Customer Care Advisor - Premium Care at BILL in Draper, Utah, you'll find yourself in a dynamic environment where innovation meets active listening. At BILL, we focus on empowering businesses, replacing outdated financial processes with innovative solutions. Your role is to provide exceptional service experiences through a variety of channels—chat, voice, video, and email—ensuring our strategic customers feel valued and understood. You'll have the opportunity to showcase your expertise while actively maintaining up-to-date knowledge of our product offerings. By effectively troubleshooting complex issues, you will play a key role in resolving customer concerns and enhancing their experience. We value empathy in every interaction, and your strong technical aptitude, organizational skills, and attention to detail will contribute to your success. The ideal candidate is customer-oriented, has managed escalated situations before, and thrives in a fast-paced environment. You will participate in projects that improve customer engagement and even contribute positively to our company culture. At BILL, we encourage continuous growth and welcome you to bring your unique skills to the table. Join us in redefining financial automation and give businesses more time to focus on what truly matters!

Frequently Asked Questions (FAQs) for Customer Care Advisor - Premium Care Role at BILL

What are the responsibilities of a Customer Care Advisor - Premium Care at BILL?

As a Customer Care Advisor - Premium Care at BILL, your responsibilities include handling inbound and outbound communications through various channels, prioritizing first-contact resolution, and troubleshooting complex issues. You will also develop expertise in our product suite, proactively engage with customers, and contribute to culture-building activities in line with our values.