The Role
The Subscriber Success Specialist engages with subscribers through various communication methods, providing training, support, and upselling services to improve customer satisfaction and reduce churn.
Summary Generated by Built In
We are looking for a tech-savvy Subscriber Success Specialist with great attention to detail and
excellent communication skills. As a Subscriber Success Specialist, you will be responsible for
engaging with Subscriber accounts through cases, emails, chats, and phone calls. In the subscriber
engagements, you will offer training, support, product adoption, and upsell subscriptions. The ideal
candidate is a self-starter, who can learn quickly, maintain focus, and work well collaboratively while being responsible for their own results in an autonomous environment.
About Us: Recently ranked #482 on the Inc. 5000 fastest growing companies in the United States, Biller Genie is an award-winning B2B SaaS platform expanding our new office location in Orlando, Florida with ambitious plans to scale our team rapidly.
What You'll Do:
excellent communication skills. As a Subscriber Success Specialist, you will be responsible for
engaging with Subscriber accounts through cases, emails, chats, and phone calls. In the subscriber
engagements, you will offer training, support, product adoption, and upsell subscriptions. The ideal
candidate is a self-starter, who can learn quickly, maintain focus, and work well collaboratively while being responsible for their own results in an autonomous environment.
About Us: Recently ranked #482 on the Inc. 5000 fastest growing companies in the United States, Biller Genie is an award-winning B2B SaaS platform expanding our new office location in Orlando, Florida with ambitious plans to scale our team rapidly.
What You'll Do:
- Assist, train, support, and upsell subscriber accounts via the ticketing system, phone, email, Zoom, and chat.
- Drive usage of our features to accounts to help reduce account churn.
- Identify and troubleshoot customer-reported issues to work closely with our support and development teams to correct bugs or discrepancies in our software.
- Provide positive, polite, and professional customer support through empathy, understanding, and ingenuity.
- 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 always 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!
- Minimum 2-5 years of technical customer/subscriber success experience, preferably with SaaS fintech with payment processing being a huge plus.
- Demonstrated ability to provide superior Customer Service in a fast-paced environment. Experience in startups is a plus.
- 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 (both written and verbal) and interpersonal skills.
- Experience with QuickBooks, Salesforce, or payment processing is a plus.
- Comprehensive Medical, Dental, and Vision Plans
- 401k with up to 4% Company Match
- Flexible Open Paid Time Off (PTO) Policy
- To provide an automated A/R platform that seamlessly integrates existing business processes for the SMB market.
- 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.
Skills Required
- Minimum 2-5 years of technical customer/subscriber success experience.
- Ability to provide superior Customer Service in a fast-paced environment.
- Experience with QuickBooks, Salesforce, or payment processing.
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The Company
What We Do
At Biller Genie, we are a team of dreamers on a mission to provide an automated, cloud-based accounts receivable platform that seamlessly integrates existing business processes for small and mid-sized businesses. Our cloud-based solution automates your accounts receivable from bill presentment, follow up, collection, and reconciliation - without changing your current process. - No new software to learn - Integrates with your accounting software - Keep your existing payment processor The Genie integrates with your favorite accounting software, such as QuickBooks, Xero, or AccountingSuite. Our average subscriber gets paid 15 faster, reduces their overdue invoices by 40%, and save 10-20 hours of administrative work per week.
