[Hiring] Customer Care Advisor @BILL

Role Description

Join BILL’s Partner Support team and help financial institutions and Embed partners resolve complex customer and product needs. As a Customer Support Advisor, you’ll serve as an advanced point of contact for non-routine issues, independently investigate problems, coordinate solutions, and use your product expertise to prevent repeat concerns. This is an opportunity to make a meaningful impact as a highly skilled individual contributor while continuing to grow your career at BILL.

• Deliver empathetic, consultative support to partners across phone, chat, video, and email.
• Own complex partner issues—including payment research, advanced synchronization challenges, and escalations—from investigation through resolution.
• Analyze problems systematically, gather relevant information, and apply sound judgment to determine effective solutions.
• Explain technical issues and changing information clearly to partners and internal stakeholders.
• Coordinate with cross-functional teams to resolve issues, clarify requirements, and keep partner commitments on track.
• Identify root causes and recommend process, product, or knowledge improvements that prevent recurring issues.
• Maintain advanced knowledge of assigned products, features, releases, and capabilities, including required certifications.
• Meet or exceed quality, resolution-rate, schedule-adherence, and service-level expectations while contributing to UAT, beta programs, proactive engagement, onboarding, and other team initiatives.

Qualifications

• A high school diploma or GED.
• Four years of experience in a complex service environment, including three years handling escalated customer concerns.
• Strong technical aptitude, troubleshooting skills, and the ability to independently resolve complex, non-routine issues.
• Experience with tools such as AI applications, Google Suite, Salesforce, Intercom, Slack, and other customer-support platforms.
• Excellent verbal and written communication, active listening, attention to detail, sound judgment, and problem-solving skills.
• The ability to manage multiple priorities and perform effectively in a fast-paced, changing environment while supporting partners across multiple channels.

Requirements

• Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Benefits

• BILL covers the majority of your medical, dental, and vision premiums, and that includes your dependents.
• HSA & FSA accounts.
• Life Insurance, Long & Short-term disability coverage.
• Mental Wellbeing & Employee Assistance Program (EAP).
• 10 company holidays, 2 floating holidays and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Employee recognition and referral programs.
• And much more.