Director of Customer Support

A/R: Automated. Integrated. Simplified

About Us:   Biller Genie is an award-winning B2B SaaS company that is disrupting the A/R Automation category and scaling quickly towards Series A.  We are based in Miami, FL and growing rapidly, with clients all over the United States.  Visit www.billergenie.com to learn more about our company. 

The Biller Genie team is looking for a high-energy, transformative leader who has strong experience in all aspects of SaaS customer support and onboarding and who can drive our support strategy.  We are scaling rapidly so we are looking for this member of our management team who can roll up their sleeves and get shit done right.

The ideal candidate has deep hands-on experience running a SaaS company support organization, ideally, in the fintech space.  Additionally, the candidate can demonstrate success in scaling a support organization through various phases of fast growth.  This role is critical to the continued growth and success of our business, and you will be an integral part of our strategic direction.  As such, we are looking for an entrepreneurial minded individual that shares our vision and values and is looking for a long-term home.

Accountabilities:

• Own and lead the long-range support and onboarding operational strategy
• Analyze and optimize all internal support and onboarding processes with quantitative modeling to support proposals for improvement
• Ensure ticketing platform is optimized for meeting the needs of the support team and making recommendations for improving efficiencies
• Ensure onboarding processes are flowing smoothly at all times and solving any issues encountered
• Responsible for CSAT (Customer Satisfaction Scoring) and implementing strategies to improve
• Anticipate future needs of the support and onboarding teams and propose in timely fashion to executive management for consideration
• Manage and curate help center articles
• Ensure compliance with all KPIs, both at the team and individual level
• Mentor support representatives for optimal performance
• Hire new support representatives as needed
• Collaborate with business stakeholders to evaluate, select, and support key business initiatives for the support organization
• Keep executive team apprised of urgent matters in a clear, concise and consistent manner

Qualifications:

• 3 years in leadership roles in SaaS customer support and/or customer onboarding
• Tech-savvy and highly knowledgeable of any of the popular SaaS-based support platforms like HubSpot, Salesforce Service Cloud, Zendesk, Front, Intercom etc.  Having configuration experience for any of these platforms is a big plus!
• Demonstrated experience in building and leading customer-facing technical support teams in a collaborative cross-functional environment
• Strong understanding of best practice KPIs for measuring customer support success
• Strong multi-tasking and prioritization capabilities
• Adept with managing customer expectations and escalations
• Exceptional communication skills with the ability to communicate complex support issues with the executive team
• Servant-leader who works tirelessly to ensure team and mission success
• Life-long learner who diligently pursues building their leadership, and business skills

Our Mission:

To provide an automated A/R platform that seamlessly integrates existing business processes for the SMB market.

 Our Core Values:

Get Shit Done Right - We work hard and ensure tasks are completed correctly and on time, every time.

Own it - We are subject matter experts who know what we know, and we are confident enough to speak up when we see something wrong.

Catch Up - We are high performers and love a fast-paced environment.

Believe in the Genie - We are passionate about where we are going as a team and we show we care.

Class shines - We are articulate professionals who carry ourselves well and speak with purpose.

Salary & Benefits:

• Base pay commensurate with experience
• Health, dental and vision
• Work from home
• Open PTO policy