[Hiring] Customer Care Specialist @BILL

Role Description

The Senior Dedicated Premium Advisor is a critical senior individual contributor within the CXO organization, built to deliver the highest level of elevated, high-touch support for BILL’s most strategic accounting partners. This role goes beyond dedicated relationship ownership by serving as a trusted advisor, escalation owner, and last line of defense for the most complex, sensitive, and high-business-impact customer situations across AP/AR and Spend & Expense.

• Help reduce Tier 3 consult volume by independently resolving advanced customer issues when appropriate.
• Identify repeat drivers that can be addressed through better guidance, workflow improvements, and proactive customer education.
• Monitor customer patterns, contact trends, and friction points to surface risks early.
• Recommend actions that improve customer health, reduce repeat effort, and strengthen the Premium experience.
• Lead higher-value proactive touchpoints for strategic firms, including consultative follow-up and workflow optimization conversations.
• Serve as a steady escalation anchor for highly sensitive or ambiguous customer situations.
• Partner cross-functionally to drive clarity, momentum, and strong customer outcomes.

Qualifications

• 5+ years of experience in customer support, customer experience, strategic account support, or a related field.
• Demonstrated success supporting high-value, strategic, or white-glove customer segments.
• Experience independently managing complex, high-risk, or escalated customer situations.
• A consultative and proactive mindset that goes beyond issue resolution.
• Strong experience navigating complex product workflows, customer needs, and business context.
• Proficiency in CRM systems such as Salesforce.
• A track record of strengthening the broader team experience through thoughtful partnership.

Requirements

• Strategic Customer Ownership - Builds trust with high-value firms through strong judgment and accountability.
• Consultative Communication - Communicates clearly, professionally, and with strong business context.
• Elevated Customer Partnership - Understands customer goals, pain points, and business impact.
• Advanced Problem Solving and Judgment - Navigates complex, sensitive, or high-risk situations.
• Proactive Risk Identification - Anticipates friction and takes action to reduce customer effort.
• Cross-Functional Agility - Works effectively across pods, products, and internal partner teams.
• Operational Discipline - Maintains strong documentation, organization, and prioritization habits.
• Influence Through Partnership - Strengthens the broader team through thoughtful collaboration.

Benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP).
• HSA & FSA accounts.
• Life Insurance, Long & Short-term disability coverage.
• Employee Assistance Program (EAP).
• 11+ Observed holidays and wellness days and flexible time off.
• Employee Stock Purchase Program with employee discounts.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.
• And much more.