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!