Sr. Customer Care Agent

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 By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations.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 working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

At BILL, we listen, learn, and lead—fostering collaboration and a drive for continuous growth. We’re committed to building a diverse and inclusive workplace that values each person’s unique skills and experiences. Even if you don’t meet every requirement, 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

As a Senior Customer Care Agent, you will provide a high-touch service experience by handling inbound and outbound customer contacts via chat, voice, video, and email. Your primary responsibility will be to assist Tier 1 agents by taking inbound warm transfers, ensuring efficient issue resolution. You will demonstrate expertise in a single product line while maintaining a basic understanding of all product lines through up-to-date knowledge and certifications on product features, releases, and capabilities. Additionally, you will help drive BILL culture across the CARE team by actively participating in culture-building programs and activities and consistently reflecting BILL values.

This looks like:

• Approach each customer interaction with empathy and through effective active listening skills
• Develop proficiency in the agent and product technology suite including Five9, Salesforce, Google Suite, etc. 
• Demonstrate the ability to troubleshoot complex issues finding the best solution for the business and the customer- includes payment research concerns and advanced sync issues
• Demonstrate the ability to de-escalate customer situations and avoid unnecessary transfers through utilizing all resources
• Enhance customer interactions by offering recommendations, cross-selling features or products, or sharing new information thereby adding value beyond their initial inquiry
• Meet or exceed Key Performance Indicators (KPIs) including Customer Effort Score (CES), Quality (QA), Resolution Rate, Transfer Rate, Schedule Adherence, etc.
• Meet service level agreements and uphold case management standards
• Maintain awareness of the customer experience and positively influence product and process changes through communicating feedback through appropriate channels
• Adhere to attendance standards and guidelines
• Proactively seek feedback and training opportunities
• Participate in at least one stretch project each half year cycle
• Participate in team meetings and contribute positively to team culture
• Always aim to be solution-oriented, take ownership and demonstrate accountability 

We’d love to chat if you have:

Required: 

• High School Diploma or GED
• 3 years in a complex service environment including financial services, healthcare, insurance, etc.
• 2 years managing escalated customer concerns
• Customer orientation demonstrated through the ability to employ empathy and active listening effectively 
• Strong technical aptitude and troubleshooting skills including Google Suite, Salesforce and call center telephony systems
• Strong math and logic skills including basic algebra
• Strong attention to detail, organization and the ability to multitask
• Strong verbal and written communication skills including college level English proficiency
•  Ability to exercise sound judgment in all situations
• Passion for fostering customer relationships and upsell conversations
•  Ability to thrive in a fast-paced, high-pressured changing environment
•  Ability to assist customers via phone, chat, video, SMS and/or email

Nice to Have: 

• Bilingual in Spanish
• Experience in banking or financial services
• Experience in sales or customer success

 

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