Loading

Banner Image

What will you do in this role?

You will be a key member of our fast-growing and high-performing Customer Success Organization acting as the go-to resource for our valued customers. You will be able to ensure successful retention of key customers in the business.

In this role, your main priority is to squash issues and contribute to the support team as quickly as possible. You will build scalable solutions and processes when solving each of your customers’ support related issues.

Who are we and what do we do?

We’re a team of interdisciplinary do-ers who’ve come together to solve long-overlooked invoicing and payment problems in the accounting industry. At accounting firms, the process by which a firm prepares and sends a bill to clients and then collects payment from clients is called the “work-to-cash" cycle. And for most firms this process is slow, manual, offline, ungoverned, costly, and frustrating (for staff and for clients).

Our mission is to reinvent an easier, faster, smarter work-to-cash cycle to help accounting firms save time, speed up cash flow, and deliver a superior client experience.

Day-to-Day responsibilities include:

Spot and report emerging patterns in customer exchanges in order to improve our delivery of products and services.

Identify and resolve customer issues within complex configurations and unique use-cases.

Ability to treat sensitive customer data appropriately.

Work across various systems to complete customer queries.

Answer and resolve emails, chats, or calls received for general CS requests.

Collect and report customer feedback to ensure we meet SLAs and best practices.

Work with finance teams at enterprise CPA firms and their clients, performing bug investigation and escalating complex inquiries.

Serve as liaison between Product and Customer Success teams identifying opportunities for product enhancements and customizations.

Help build scalable support processes and engage with feedback to streamline workflows.

Take ownership of customer issues, resolutions, and creating internal tickets.

Position Requirements

Passion for problem solving and delivering the customer delight.

Self-starter who thrives in a fast-paced environment.

Strong communication skills with the ability to take complex situations and explain them simply.

Advanced knowledge of SQL.

Previous customer service experience in a SaaS environment is required.

Someone who is highly proficient in English, with excellent written grammar and spelling.

Experience in Product or Technical Support is required.

B2B experience within a start-up is helpful but not a requirement.

Zendesk experience is a plus.

The ability to travel (up to 5%)

The big-picture value proposition of this role is simple: join us, and you'll be paid competitively to have freedom in solving worthwhile, challenging problems alongside other A-players at a fast-growing SaaS startup led by an experienced and successful team with industry experience. Other benefits include:

• Remote, work-from-anywhere culture

• Competitive compensation, healthcare benefits, and stock options

• 401(k) matching

• Adventure Travel Stipend on each anniversary of your employment

 

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply - we’d love to hear from you.

 

#LI-VL1

#LI-REMOTE

 

ehire.com/jobs

A Human Approach to Staffing

eHire is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.