Customer Success Specialist

About the position

We are looking for a dynamic Subscriber Success Specialist to join our Biller Genie team! As a Subscriber Success Specialist, you will be responsible for engaging with Biller Genie subscriber accounts through cases, emails, chats, and phone calls. Focused on engagement, you will offer training, support, promote product adoption, and upsell subscriptions. The ideal candidate is a self-starter who can learn quickly, maintain focus, and work well collaboratively while taking responsibility for their own results in an autonomous environment. This role is an on-site position, requiring 5 days a week in the office. It is based in the Orlando area near International Drive, just minutes from I-4 and the Turnpike. If you are applying from out of state, please note that you may automatically be rejected due to distance unless planned relocation is indicated on your resume.

Responsibilities

• Assist, train, support, and upsell subscriber accounts via phone, email, Zoom, and chat.
• Drive usage of our features to accounts to help reduce account churn.
• Provide positive, polite, and professional customer support.
• Identify and troubleshoot customer-reported issues to work closely with our support and development teams to correct bugs or discrepancies in our software.
• Engage with subscribers in training as needed to remedy issues reported.
• Create and document support cases that include daily interactions with subscribers, reported issues, and completed solutions while following all internal processes.
• Author help center articles as needed to improve our online knowledge base.
• Passionately and diligently work to resolve issues reported by subscribers.
• Support internal teams with customer-reported issues and with general questions about the software.
• Stay up to date with new features released in our software.
• Keep up in a fun, fast-paced environment surrounded by a passionate team that believes in the Biller Genie vision and journey!

Requirements

• Minimum of 2-5 years of technical customer success or support experience.
• Ability to multi-task, prioritize, and manage multiple projects and issues simultaneously in a calm, cool, collected manner.
• Attention to detail and ability to perform in a high-energy, high-expectation environment.
• Excellent communication skills (both written and verbal) and strong interpersonal skills.

Nice-to-haves

• Experience within SaaS, fintech, or startups.
• Experience with QuickBooks, Salesforce, or payment processing.

Benefits

• Comprehensive Medical, Dental, and Vision plans
• 401k with up to 4% company match
• Flexible, Unlimited Paid Time Off (PTO) policy