CX Technology Enablement Specialist
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Innovate with purposeAt 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 By replacing outdated financial processes with innovative tools, we help businesses-from startups to established brands-make smarter decisions and gain control of their operations.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.At BILL, we listen, learn, and lead-fostering collaboration and a drive for continuous growth. We're committed to building a diverse and inclusive workplace that values each person's unique skills and experiences. Even if you don't meet every requirement, 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 CompanyCustomer Experience (CX) is a group of bold, goal oriented, fast moving and customer obsessed individuals who care deeply for each other's success, growth and development. We take fierce pride in the opportunity our CX team has to positively impact customers' businesses and their lives. We appreciate and celebrate our past but we are constructively dissatisfied about the opportunities we have in hand and the future we need to build. We are now writing the next chapter of our customer experience journey that we are referring to as CX 2.0. Our future roadmap will bring the best of our customer-obsessed frontline associates and the humanized digital experiences together, for an effortless and seamless experience for our customers . As part of the CX 2.0 journey, we are looking for bold, inspiring and innovative team members to join our CX team to make a meaningful impact to our CX team members, customers and BILL brand as a whole.This role will be a member of BILL CX Operations team and has a unique and inspiring opportunity to support our CX agent systems, tools, and automation. Beyond the functional responsibility, this team member will be a contributor to the CX Service Enablement team in building CX 2.0, our next chapter in transforming our service and support.* Administer and oversee various CX systems and tools, including configurations, day to day management, and ongoing enablement* Support system and tool issues and troubleshoot incidents as needed* Partner with cross functional teams to represent the needs of the CX teams including intake, handoffs, and prioritization* Track KPIs to measure performance at the individual and segment level, as well as overall impact on tool enablement and adoption* Support Salesforce Service Cloud implementation and ongoing maintenance* Other duties as assignedWe'd love to chat if you have:* Experience with CRM, Project Management, Contact Center technology and success tools such as: Salesforce, Five9, Amazon Connect, MaestroQA, Calabrio, and AI contact center tools* 5+ years of experience in Customer Operations within a SaaS or FinTech environment* 5+ years of experience in Operations, Program Management, or Field Enablement roles* Bachelor's degree in business, economics, or other quantitative disciplines, or equivalent experience* Experience developing and implementing processes, programs, & operating rhythms in an agile environment* Intermediate proficiency in data analysis tools such as Tableau, Excel, and Google Sheets* Effective communication and presentation skills, including experience presenting to senior leadership* Proven ability to work independently and prioritize tasks across all levels of an organization* Experience collaborating with cross-functional teams and communicating across multiple geographies* High attention to detail, strong work ethic, a can-do attitude, and an ability to meet tight deadlines* Demonstrated success in identifying areas for process improvement and implementing effective solutionsThis role offers a hybrid option with 2 days per week in-office if you are within 50 miles of our Draper, UT, or San Jose, CA offices. If you reside beyond this radius, the role is eligible for fully remote work within the United States.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. The estimated salary ranges noted below roles in the specific geographic zones Zone 1- San Francisco Bay Area CA (includes HQ), New York City, Seattle $114,400 - $142,500 USD Zone 2- CA (Non San Francisco Bay Area), Austin TX, Massachusetts $10,300 - $128,200 USD Zone 3 -Utah (includes Utah office), Houston TX (office), Florida, North Carolina $97,200 - $121,100 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 moreDon'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 that values diversity and inclusion. 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 .Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.