Customer Success Specialist

We are looking for a dynamic Subscriber Success Specialist to join our Biller Genie team! 

As a Subscriber Success Specialist, you will be responsible for engaging with Biller Genie subscriber accounts through cases, emails, chats, and phone calls. Focused on engagement, you will offer training, support, promote product adoption, and upsell subscriptions. The ideal candidate is a self-starter who can learn quickly, maintain focus, and work well collaboratively while taking responsibility for their own results in an autonomous environment.

This role is an on-site position, requiring 5 days a week in the office. It is based in the Orlando area near International Drive, just minutes from I-4 and the Turnpike. If you are applying from out of state, please note that you may automatically be rejected due to distance unless planned relocation is indicated on your resume.

About Us: Recently voted by Inc Magazine as one of the Best Places to Work in 2023, Biller Genie is an award-winning B2B SaaS platform that helps businesses get paid faster. Based in Orlando, we are experiencing rapid growth and serve clients throughout the United States. Our technology is disrupting the payments and accounting industries. Visit www.billergenie.com to learn more.

Primary Job Responsibilities:

• Assist, train, support, and upsell subscriber accounts via phone, email, Zoom, and chat.
• Drive usage of our features to accounts to help reduce account churn.
• Provide positive, polite, and professional customer support.
• Identify and troubleshoot customer-reported issues to work closely with our support and development teams to correct bugs or discrepancies in our software.  
• Engage with subscribers in training as needed to remedy issues reported. 
• Create and document support cases that include daily interactions with subscribers, reported issues, and completed solutions while following all internal processes. 
• Author help center articles as needed to improve our online knowledge base. 
• Passionately and diligently work to resolve issues reported by subscribers. 
• Support internal teams with customer-reported issues and with general questions about the software. 
• Stay up to date with new features released in our software. 
• Keep up in a fun, fast-paced environment surrounded by a passionate team that believes in the Biller Genie vision and journey!  

Qualifications: 

• Minimum of 2-5 years of technical customer success or support experience. Experience within SaaS, fintech, or startups is a plus.
• Ability to multi-task, prioritize, and manage multiple projects and issues simultaneously in a calm, cool, collected manner. 
• Attention to detail and ability to perform in a high-energy, high-expectation environment.
• Excellent communication skills (both written and verbal) and strong interpersonal skills.
• Experience with QuickBooks, Salesforce, or payment processing is preferred, but not required.

We provide on-the-job training and the latest technology to help you be successful, but expectations for you to perform are high and we are growing quickly. This role is critical to the growth and success of our business, and you will be an integral part of our success. As such, we are looking for an entrepreneurial-minded individual who believes in our vision and growth strategies and is looking for a long-term partnership. 

Benefits: 

• Comprehensive Medical, Dental, and Vision plans 
• 401k with up to 4% company match
• Flexible, Unlimited Paid Time Off (PTO) policy

Our Mission:

To provide an automated A/R platform that seamlessly integrates existing business processes for the SMB market.

Our Core Values:

Get Shit Done Right - We work hard and ensure tasks are completed correctly and on time, every time.

Own it - We are subject matter experts who know what we know, and we are confident enough to speak up when we see something wrong.

Catch Up - We are high performers and love a fast-paced environment.

Believe in the Genie - We are passionate about where we are going as a team and we show we care.

Class shines - We are articulate professionals who carry ourselves well and speak with purpose.
 

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.