Customer Care Advisor - Partner Support

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: 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 curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, 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 you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company As a Customer Care Advisor, you will provide a consultative service experience through handling inbound and outbound customer contacts via chat, voice, video, and email with a priority on first-contact resolution and future issue avoidance for our financial institution partners, Embed partners, and direct customers.

Demonstrate expertise in a single product line and enhanced understanding of all product lines by maintaining up-to-date knowledge and certifications regarding product features, releases, and capabilities. Influence BILL culture across the CARE team, including contributing to and participating in culture-building programs and activities, and consistently reflecting BILL values.

Responsibilities

  Serve as the primary point of contact for customer inquiries, utilizing active listening and empathy to effectively troubleshoot and resolve complex issues, including payment and sync concerns, while demonstrating ownership and accountability. De-escalate challenging customer situations and resolve issues efficiently using all available resources, avoiding unnecessary transfers.

Enhance the customer experience by offering product recommendations, cross-selling features, and sharing new information to add value beyond the initial inquiry. Maintain expertise in the agent and product technology suite, including Five9, Salesforce, and Google Workspace. Meet or exceed Key Performance Indicators (KPIs) such as Customer Effort Score (CES), Quality (QA), and Resolution Rate, and adhere to case management standards, ensuring timely follow-up within 4 business hours.

Proactively contribute to positive change by participating in customer engagement projects, identifying opportunities for improved customer experience, and communicating product and process feedback through appropriate channels. Act as a subject matter expert (SME) for team members by actively engaging in Slack channels and sharing product and process updates.

Actively participate in UAT/Beta projects and contribute to the onboarding and training program for new hires, providing feedback on content gaps and resource needs. Consistently seek feedback and training opportunities, participate in proactive resolutions based on customer surveys, and complete a minimum of two stretch projects each half-year cycle.

Adhere to all attendance standards and guidelines and contribute positively to team culture. We’d love to chat if you have: High School Diploma or GED 4 years in a complex service environment (e.g., financial services, healthcare, insurance), including 3 years managing escalated customer concerns Demonstrated customer orientation, through empathy and active listening Strong technical aptitude and troubleshooting skills, including Google Suite, Salesforce, and call center telephony systems Good math and logic skills (including basic algebra) and attention to detail Excellent organization and ability to multitask Effective verbal and written communication skills (college-level English proficiency required) Ability to exercise sound judgment in all situations Passion for fostering customer relationships and identifying upsell opportunities Ability to thrive in a fast-paced, high-pressure, changing environment Ability to assist customers across various channels (phone, chat, video, SMS, in-person, and/or email) Preferred Qualifications: College degree or equivalent.

Bilingual proficiency. Background in financial services or banking. Experience with accounting or bookkeeping practices. Prior work in sales or customer success. 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.

The estimated hourly range for this role is noted below for our office location in San Jose, CA. 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 above.

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. San Jose pay range$26.49—$31.49 USDThe estimated hourly range for this role is noted below for our office location in Draper, UT.

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 above.

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. Draper UT pay range$22.55—$26.78 USDWhat’s in it for you?  Redefining how businesses automate their work is a fast-paced, exciting, and fun environment.

But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well.  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 Don’t believe us?

Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages. 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.

We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.

BILL (NYSE: BILL) is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management.

With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated...