Customer Care Advisor

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 By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations.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. We're remote-first, with office spaces in San Jose, CA and Draper, UT — and opportunities to connect in person when it counts. BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. 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 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. Responsibilities: - 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. We’d love to chat if you have: - 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. 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 visa sponsorship now or in the future. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. Zone 1: San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County $26.49—$31.49 USD Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts $23.85—$28.37 USD Zone 3: Utah (includes Utah office), Dallas TX, Houston TX, Florida, North Carolina, Illinois, Colorado, Arizona, Georgia, Oregon, Pennsylvania $22.55—$26.78 USD What’s in it for you? Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well. Here is a preview of some of the amazing benefits here at BILL: - BILL covers the majority of your medical, dental, and vision premiums, and that includes your dependents. - HSA & FSA accounts - Life Insurnace, 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 Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages. BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture. We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact [email protected]. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.