Account Services Representative
BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.
BigCommerce, named a 2020 "Best Place to Work" in Austin, is looking for an Account Services Representative for our Austin Four Points Office to support our customers’ billing and account issues. You will use your unparalleled customer service skills to help our customers manage their service plans, billing, and account-related questions via our phone and ticketing systems. You will be expected to be a team player who can recognize the various values and opportunities presented by your peers, work with them, compete against them, and celebrate each other's success. The right candidate will possess strong customer service skills, with unsurpassed communication and soft skills.
What You’ll Do:
- Provide outstanding, rapid-response email and phone-based support to our customers, as well as internal support to various teams and stakeholders
- Review and create refund and credit requests, working with our Billing team to have them processed
- Respond to requests in our ticketing system and follow-up with the Billing organization while proactively keeping customers updated on the status of their issue
- Research and resolve client account, invoice, payment, and other questions
- Process cancellations, downgrades, upgrades, etc.
- Assist with general operational projects and issues as needed
- Assist the Product and Engineering team with questions around the Billing software and related components and ensure the appropriately accommodate merchant needs
Who You Are:
- At least 6 months experience in customer support within a fast-paced, dynamic environment; experience in a phone, email, or chat-based technical support or customer service contact center preferred
- A work ethic that demonstrates dedication to the company, its mission, personal pride, and the team; a desire to work in a culture of excellence
- Experience with Salesforce, Five9, JIRA,and billing systems a plus
- Ambitious, self-motivated, goal-oriented and extremely driven; ability to utilize self service resources
- An eagerness to learn and adapt to changing business practices
- Exceptional critical thinking and verbal/written soft skills with experience in deescalating frustrated or difficult customers; fast and accurate typing speeds
- Dedicated team player interested in growing and competing alongside some of the best support agents in the business, willingness to help others grow and seek help from peers to maximize potential
- Must be flexible to shift work and occasional overtime in a 24x7, 365 environment
This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.
Diversity & Inclusion at BigCommerce
We have the opportunity to build not only a great business, but a great company, with soul. Our beliefs and commitment to diversity and inclusion are a central part of achieving that.
Our dedication to diversity and inclusion is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.
Current BigCommerce Employees: Please use the internal job board to apply for openings.