Premium Customer Care Supervisor

Premium Customer Care Supervisor

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businessesfrom startups to established brandsmake smarter decisions and gain control of their operations. And we're creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that's ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosityand we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person's unique skills and experiences. We'd love to hear from youyou might be just what we're looking for, whether in this role or another.

Make your impact within a rapidly growing Fintech Company

• Lead and manage a team of approximately 15 agents
• Drive team performance and results through 1:1's, team meetings, QA coaching, goal-setting, skill development, and agent accountability.
• Build a positive leadership brand that inspires trust, fosters collaboration, and drives success for your team and organization.
• Proficiency in de-escalating conflicts and engaging in customer contacts as needed
• Maintain a proactive approach to change management and effectively navigate adversity within the team.
• Capacity to work effectively with others towards a common goal, leveraging interpersonal skills to build consensus and drive collective action.
• Ability to effectively analyze situations, weigh options, and come to a decision promptly.
• Communicate clearly to varying levels of audience in clear and confident fashion.
• Seeks input from all team members, valuing diverse opinions and backgrounds.
• Contributes to an open, inclusive and psychologically safe environment where team members feel comfortable sharing their ideas and perspectives.
• An understanding of contact center metrics of success and track record in improving performance in those respective areas, including adherence, customer satisfaction, QA, etc.

We'd love to chat if you have:

• A minimum of 3-5 years of experience in a customer service leadership role, with a proven track record of improving customer satisfaction metrics and processes.
• 1 year experience working with strategic accounts
• Robust knowledge of MS Excel or Google Sheets required
• Proficient in Workforce Management (WFM) applications (Calabrio) and Customer Relationship Management (CRM) systems (Salesforce)
• Ability to think and act strategically within a dynamic, fast-paced organization.
• A positive, people-oriented demeanor with an enthusiastic attitude and growth mindset
• Effective leadership in discussions, presentations, and influencing others.
• Flexes style and approach as the situation requires: can direct, collaborate, or empower.
• Adept at articulating the "why" and draws a line-of-sight to the customer, focusing on outcomes.

Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Here is a preview of some of the amazing benefits here at BILL:

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more

BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture.