Product Support Specialist (Billing Platform)

This role is within the Accounts & Billing team, which is part of the greater Success Organization. We are currently a team of 5 individual contributors, looking to add a 6th! Reporting to the A&B Manager, your responsibilities will encompass assisting hundreds of users on a weekly basis to ensure they receive the necessary support for successful utilization of our Accounts and Billing platform. Additionally, you will contribute to projects aimed at enhancing our customer experience, communicate insights to corresponding Product and Engineering teams, and maintain our documentation as our tools and processes evolve. 

What you’ll do:

• Become an expert in all things Accounts & Billing to provide a superior customer experience via Zendesk.
• Swiftly identify recurring patterns and escalate them to the appropriate teams, such as payment issues and feature request logging to our P&E teams.
• Take ownership of and assist in shaping internal processes that directly impact engagement and contribute to improved support metrics.
• Collaborate cross-functionally to plan and execute projects with other departments, including Product, Engineering, Legal, Marketing, Finance, Sales, and Customer Success.
•  Take ownership of or contribute to larger projects aligned with our department’s strategic goals.

What you’ll need to succeed:

• A minimum of 4 years of experience in a technical support role.
• Previous experience working directly with Product and Engineering teams. 
• A proactive approach, with a proven history of taking the lead in developing and refining processes.
• Be located in the Pacific Time Zone.
• Exceptional communication skills and tone of voice. You must be proficient in both written and spoken English, but knowledge of other languages is also advantageous!
• Innate problem-solving abilities are critical due to the diverse range of customers we work with.
• Ability to explain complex issues in a way that non-technical customers can understand.
• A strong sense of curiosity and a willingness to share knowledge with others.
• Be audacious, understanding, deliberate, and have an innate ability to simplify complex problems.