Supervisor, Customer Support

Do the best work of your career as a champion for small and mid-size businesses.
As a leading provider of cloud-based software that simplifies, digitizes, and automates complex, financial operations for small and midsize businesses, Bill.com has grown with an entrepreneurial spirit that pursues continuous innovation. We’re driven by the belief that our technology can make a meaningful difference for small to midsize businesses.
We’re building the financial operations platform of the future to be used by millions worldwide. We have operations in San Jose, CA Draper, UT, Houston, TX and Sydney, AUS and are continuing to expand into other geographic locations. We’re partners with iconic US financial institutions and more than 80% of major accounting firms. If you’re looking for a place that helps you do the best work of your career, look no further than Bill.com.
Make your impact within a rapidly growing Fintech Company
The Customer Experience Supervisor is a crucial role within the CX organization. One that is hype focused on the needs of others, and how to best deliver an experience that is unmatched elsewhere. Keeping in mind the goals and objectives of the larger CX strategy, the supervisor leads a team of CX Advocates to exceed customer and employee expectations.
The supervisor serves a significant role in maintaining the satisfaction of their team members, while also maintaining the day-to-day operations of that team, such as chat or call management. Divvy is looking for a confident and personable leader to step into this position to help our Advocates develop their careers and put down roots here. They have a keen awareness of the needs of their team and customers to alert the manager of Customer Support to potential roadblocks in the operations of the department or opportunities to enhance adoption and engagement.
Responsibilities include:

• Overseeing and assessing customer support staff activities through metrics such as response times, call handling percentage, and customer satisfaction, and providing individual reps with regular performance-related feedback
• Managing support coverage and time-management to ensure the staff are punctual, productive, and supported
• Handling time-off requests to balance the needs of the employee, of the team, and those of the company, and revising and approving time cards
• Investigating and solving escalated customer complaints by taking appropriate transfers and following up thoroughly to completion
• Answering questions and giving insight to product specialists through channels such as Slack, Intercom, SMS and email to provide timely and correct information for both agents and customers
• Performing regular one on ones to facilitate employee engagement, skills training, and professional development

We’d love to chat if you have:

• Background working in a start-up, software environment a plus
• 2 years’ experience overseeing a remote support workforce
• Experience managing, developing, hiring, and scaling a product support team
• Availability to work flexible shifts, including weekends and holidays
• Extensive knowledge in all aspects of contact center management including metrics, scheduling, forecasting, and performance management.
• Experience with business/data analytics, and making data-driven decisions
• Empathetic and genuinely advocates on behalf of our customers

#LI-Remote

Total rewards
At Divvy we’ve been intentional in designing scalable benefits, rewards, and perks that meet our workforce where they are while managing expectations as we scale. Just as pay parity was foundational for us in base salary, and remains our commitment and priority, our total rewards programs reflect our commitment to inclusivity and access for all.
At Divvy, you’ll enjoy:

• Health insurance premiums for all Full Time employees covered at 100%

• Accrued PTO for Hourly, Non-Exempt employees

• 401K

• FlexWork - you choose how you work whether it be remote, in-office, or some combination of the two

Perks are nice, but perks don’t make a company or individual successful - the work does. At Divvy, we’re building the financial nervous system of business - faster, better, smarter, and the work compels us to show up each day for our customers and our teams while feeling well supported in our benefits.
**We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**

Job Type: Full-time