Customer Care Advisor - Premium Care
BILL
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 By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations.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 in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.
BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. 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
In Premium Care, we focus on delivering exceptional service through inbound and outbound customer contacts across chat, voice, video, and email, with a strong emphasis on first-contact resolution and proactive prevention of future issues. You will develop deep expertise in the BILL product line while continuously expanding your knowledge of all product offerings through ongoing learning, certifications, and staying up-to-date with product features and updates. You’ll provide a personalized, positive experience by resolving both basic and complex inquiries. As a Premium Care representative, you'll collaborate with the team, sharing product knowledge and delivering efficient solutions that build customer confidence and satisfaction.
- Accountable to deliver results with no excuses, demonstrating a proactive stance to identify challenges and offer preemptive, data-driven solutions.
- Takes full ownership of customer interactions, acting as a knowledgeable consultant and advocate for solutions.
- Demonstrated ability to problem-solve and efficiently multitask in a dynamic environment, with a desire to solve problems and leave people better than you found them.
- A collaborative team player who is adaptable to change, embraces a growth mindset, and actively contributes to collective goals.
- Committed to continuous improvement and raising the bar to deliver high-quality service.
- Top Tier Communication: Exceptional verbal and written communication skills with the ability to convey complex financial and technical information clearly, professionally, and empathetically.
- High-volume support experience: Demonstrated excellence in providing product support across all channels (chat, email, phone, and video conferencing).
- Background in supporting strategic accounts, coupled with the insight to navigate complex business environments and identify opportunities for our products to optimize enterprise workflows.
We’d love to chat if you have:
- Experience: A minimum of 4 years in customer service or related experience, focusing on elevating the customer experience and maintaining high service standards.
- Technical & Financial Acumen: In-depth expertise in financial technology, including extensive experience with BILL AP/AR products, Accounting Software Sync integrations (NetSuite, Intacct, QBO, QBE, Xero), and a solid understanding of the B2B financial technology sector.
- Support & CRM Proficiency: Demonstrated excellence in high-volume, omnichannel product support (chat, email, phone, video conferencing) and at least 1 year of experience with CRM systems like Salesforce.
- SaaS and Accounting Knowledge: Prior experience in a fast-paced SaaS environment, providing solutions in complex scenarios with a strong accounting background.
- Work Ethic: Flexible, self-motivated, and able to work independently while maintaining high performance, meticulous attention to detail, and a strong sense of ownership for accurate, high-quality service.
- Analytical & Problem-Solving: Possesses strong analytical skills to interpret data/trends and communicate strategic, value-driven solutions. Proven ability to troubleshoot complex issues with empathy and active listening to achieve prompt, high-quality, and often first-contact resolution.
- Efficiency: Ability to multitask, prioritize effectively in high-pressure environments, manage tickets with advanced proficiency and thorough follow-through, and coordinate cross-functional collaboration for faster resolution.
- Customer Engagement: Skilled in providing product training and delivering actionable workflow recommendations to high-value customers.
- Omnichannel Support & Ownership: Manage inbound/outbound inquiries across all channels (email, phone, chat, video conferencing, Sales-to-Service handoffs, and proactive services). Takes complete ownership of every interaction, advocating for solutions within guidelines, establishing trust, and proactively identifying needs, clarifying concerns, and conducting research for effective solutions.
- Collaboration: Works closely with cross-functional teams to identify innovative solutions and enhance ongoing product engagement to ensure customers meet their goals.
Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.
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.
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. 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. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification.
Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.