CXO Tier II Agent

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

This position is based in Draper, UT US.

An essential function of all CX Agent positions is to attend onsite training for the first 90 days of employment. Each Advocate will have the opportunity to shift into a hybrid work schedule based on performance upon the completion of their training program.

Make Your Impact Within a Rapidly Growing Fintech Company

Our mission in Tier II is to consistently provide exceptional support, guidance, and solutions to every individual we serve. Our contacts are primarily driven by internal transfers from Tier I agents due to increased access, product knowledge, and cross-functional alignment specific to this role. We are dedicated to eliminating customer effort and garnering brand loyalty through empathy and clear communication in every interaction, ensuring that each customer feels heard, valued, and satisfied. With integrity, professionalism, and a commitment to excellence, we strive to exceed expectations, resolve concerns promptly, and build lasting relationships that empower and delight our customers. Not only are we focused on solving the problems at hand, but prioritize sharing our expertise and adding value in every interaction.

Key Job Functions

Provide world-class customer service as an account resource and engagement agent to BILL customers and internal departments via email, phone, and chat channelsEstablish Single Point Ownership with customers after internal transfers from Tier I agentsMaintain positive, empathetic tone and sentiment towards customers while keeping control of the contact and advocating for the businessListen attentively to questions and concerns, seeking to understand, and respond promptly with a tailored resolution for each customer Identify and assess customers’ needs to achieve high customer satisfaction and effort scoresBuild sustainable relationships and trust with customers through open and interactive communicationProvide accurate, valid and complete information by using the right resources/toolsTroubleshoot issues with customers using verbal, written and/or video resourcesProvide and respond to feedback to continuously improve the customer experienceSeamlessly escalate to Tier III/Advanced Support when appropriate Focus on optimization, value add, and/or upsell opportunities on contacts

We’d Love To Chat If You Have

3+ years in a complex Customer Service roleCustomer orientation and ability to adapt/respond to different types of customersAbility to multitask, prioritize, and manage time effectivelyEmpathy and active listening skills to de-escalate situations and identify the underlying issues of a problemTechnical literacy and troubleshooting capabilitiesExcellent verbal and written communication skillsAbility to thrive in a fast-paced, high-pressure, constantly changing, and complex environment

Preferred Skills

BILL platform knowledge (AP/AR, Virtual Card and Spend & Expense) Sync Software Knowledge (QuickBooks (Desktop & Online), Oracle NetSuite, Sage Intacct, Xero, and Microsoft Business Central accounting software)Familiarity with Salesforce, Slack, Glance, Calabrio, Loris and MaestroQAHigh-touch customer service skills

Competencies

Owning the Customer Experience

Ensures case meets all Case Review criteria and does everything they can to ensure customer satisfactionAnticipates the customer need and act decisivelyContinuously identifies opportunities to exceed customer expectationsTakes the opportunity to review and educate the customer about BILL products, in a supportive fashion to help them become more self-sufficient

Technical Aptitude

Understands tools and technology that are used to implement, modify, and update our applicationPosses a SME level of product and technical knowledge

Teamwork and Collaboration

Collaborates with others to learn and solve tough issuesInteracts in a positive manner with peers, leadership, and customersSuggests improvements to initiatives in a positive and constructive manner

Critical Thinking

Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approachProblem solving: Process of working through the details of a problem to reach a solution

Personal Investment

Shows up to work/meetings/trainings on time and is prepared to complete work in a timely manner.Copes well and adjusts to stressful situations such as customer escalations and internal changesAware of strengths and weaknesses and seeks feedback, proactive in asking for guidance, and actively strives to overcome challenges, grow strengths, and improve on weaknesses

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

$20—$22 USD

Let’s Talk About Benefits

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

For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page for each location and discover BILL.

We live our culture and values every day

At BILL, we’re different by design—it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There’s no limit to what we can build and where we can go from here. We’d love you to join us.

BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.

Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.

If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact interviewaccommodations@hq.bill.com.

BILL Culture

Humble - We check our egos at the door. We are curious. We listen, accept feedback.Authentic - We earn and show trust by being real—embracing our authentic selves.Passionate - We care deeply about each other and our customers.Accountable - We are duty-bound to each other, our customers, and society.Fun - We wrap it all together by building connections and enjoying time spent together.

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