Customer Care Specialist

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can flourish. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

Mission:

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. Through expert judgment, consultative guidance, and end-to-end accountability, the Senior Dedicated Premium Advisor reduces customer effort, protects trust, and improves long-term firm outcomes while also helping raise the bar for the broader Premium experience through peer support, workflow improvement, and stronger support motions.

Key job functions:

• Help reduce Tier 3 consult volume by independently resolving advanced customer issues when appropriate and identifying 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 and 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, workflow optimization conversations, and customer-ready recommendations that go beyond reactive support.
• Serve as a steady escalation anchor for highly sensitive or ambiguous customer situations, partnering cross-functionally to drive clarity, momentum, and strong customer outcomes

We’d love to chat if you have:

• 5+ years of experience in customer support, customer experience, strategic account support, or a related field, ideally in a complex B2B, SaaS, fintech, payments, or accounting-related environment.
• Demonstrated success supporting high-value, strategic, or white-glove customer segments with a high degree of ownership, sound judgment, and consistent follow-through.
• Experience independently managing complex, high-risk, or escalated customer situations with professionalism, urgency, and strong written and verbal communication.
• A consultative and proactive mindset that goes beyond issue resolution to identify risk, optimize workflows, reduce customer effort, and improve long-term outcomes.
• Strong experience navigating complex product workflows, customer needs, and business context across multiple workstreams; AP/AR and Spend & Expense experience is strongly preferred.
• Proficiency in CRM systems such as Salesforce, along with strong documentation habits, prioritization skills, and the ability to manage multiple high-touch priorities in a fast-moving environment.
• A track record of strengthening the broader team experience through thoughtful partnership, knowledge sharing, sound judgment, or workflow improvement, even without formal people leadership.

Competencies (Attributes needed to be successful in this role):

• Strategic Customer Ownership - Builds trust with high-value firms through strong judgment, accountability, and consistent follow-through across complex, high-touch customer engagements.
• Consultative Communication - Communicates clearly, professionally, and with strong business context, adapting to the audience while reinforcing confidence in every written, verbal, and customer-facing interaction.
• Elevated Customer Partnership - Understands customer goals, pain points, and business impact, and uses that context to deliver a proactive, relationship-based support experience that goes beyond transactional issue handling.
• Advanced Problem Solving and Judgment - Navigates complex, sensitive, or high-risk situations with calm decision-making, strong product knowledge, and the ability to drive durable solutions.
• Proactive Risk Identification - Anticipates friction, identifies patterns, and takes action to reduce customer effort, prevent repeat issues, and improve long-term outcomes.
• Cross-Functional Agility - Works effectively across pods, products, and internal partner teams, balancing competing priorities while maintaining a seamless customer experience.
• Operational Discipline - Maintains strong documentation, organization, and prioritization habits while managing multiple high-touch customer needs in a fast-moving environment.
• Influence Through Partnership - Strengthens the broader team through thoughtful collaboration, knowledge sharing, workflow improvement, and sound judgment, without relying on formal people leadership.