Billing Operations Sr. Associate

OverviewMailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.Our Billing team provides account payment assistance to Mailchimp’s users. We are part of the Support team, but work closely with teams throughout the entire company to gather information and answer user questions efficiently and effectively. We value our users and understand each Billing support ticket is unique and important, and together, our team strives to provide the best support experience for every user by paying close attention to detail for investigation and resolution.We’re looking for a highly motivated, self-starter with a real passion for helping others and learning new things to come join our team. You are a detail-oriented problem solver with a natural sense of curiosity, strong investigation skills, and the ability to work through ambiguous situations. You are comfortable weighing multiple pieces of information to make logical decisions about sensitive, timely billing questions. You value and thrive in team collaboration. You are an effective, empathetic communicator who’s able to talk with users, teammates, and other departments with equal interpersonal skill. Our team also really loves cake. If this sounds like you, we'd love to hear from you!What you'll bring• Associate's degree or 1-2 years relevant work experience• Proven extraordinary customer service experience, payment support a plus• Excellent writing skills and strong communicator• Ability to effectively and empathetically communicate sensitive financial information withusers and convey confidence through written interactions• Exceptional attention to detail• An analytical sixth-sense with the capacity to make quick, informed decisions• Ability to thrive in a self-starter and team environment• Solid technical troubleshooting skills• Ability to multitask and handle multiple support tickets at onceBonus Points For• Experience with MacOS & Slack• Flexible working schedule (Willing to work East Coast hours)How you will lead• Investigate and answer billing questions for Mailchimp’s users, including questionsregarding invoices, pricing, and refund eligibility• Communicate with users about best practices and making improvements for listmanagement• Craft well-written, helpful responses to diverse audiences• Collaborate with Mailchimp’s Support, Product, Compliance, Investigations, andAccounting teams to improve communication and promote efficiency• Determine appropriate course of action while adhering to Mailchimp Billing's guidelinesand policies• Collaborate with Billing Coordinators in team-based projects• Meet /exceed defined productivity metrics