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• Provide product support for customer inquiries via phone, email, social media, and chat, resolving complex issues.
• Act as escalation point for middle-complexity issues and mentor newer support team members.
• Contribute to knowledge base content and ensure Support SLAs and CSAT goals are consistently met.

Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first work culture and strong focus on global inclusion, Twilio fosters a vibrant team of diverse experiences making a global impact.

• Lead a team of Technical Account Managers to resolve complex technical problems and deliver proactive guidance.
• Advocate for customers with product management and engineering teams using data-driven insights.
• Hire, train, and coach team members to foster collaboration and customer empathy.

Twilio is shaping the future of communications with innovative solutions for hundreds of thousands of businesses, empowering millions of developers worldwide. We are a remote-first company with a strong culture of connection and global inclusion, committed to employee growth and diverse experiences.

• Handle up to eight new cases per day across email, phone, chat, and self-service portal.
• Take inbound phone calls in English, troubleshoot live, and occasionally use video calls to resolve issues.
• Learn the e-billing application end-to-end and get certified to administer the platform.

Mitratech builds world-class products that simplify operations in Legal, Risk, Compliance, and HR functions. The company serves 20,000 clients globally, including 30% of the Fortune 500, and fosters a close-knit, diverse culture blending entrepreneurial spirit with enterprise investment.

• Responsible for resolving client inquiries and concerns specific to the Billing process.
• Monitor and respond to email and phone inquiries, ensuring timely and consistent communication.
• Collaborate with billing team members to escalate issues and improve client experience.

The company provides billing and client care services, focusing on high-touch support and retention. Company size and culture are not specified in the posting.

• Ensure excellent partner and customer satisfaction by meeting or exceeding operational KPIs.
• Develop and execute career growth plans for team members through coaching and performance feedback.
• Lead internal and external escalations, ensuring rapid issue resolution and root cause analysis.

Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first culture and a strong commitment to global inclusion, Twilio fosters a vibrant team of diverse experiences making a global impact each day.

• Monitor customer accounts and contact clients to collect outstanding payments, ensuring timely resolution of overdue invoices.
• Investigate historical data and collaborate with billing teams to resolve billing and payment inquiries.
• Maintain accurate records of account status, analyze aging reports, and report weekly on collection activity and accounts receivable.

Mitratech is a technology company that builds world-class products to simplify operations in Legal, Risk, Compliance, and HR functions. With over 35 years of experience, they serve 20,000+ clients globally, including 30% of the Fortune 500, and foster a diverse, inclusive culture centered on learning and fun.

• Support business clients through high-volume email, live chat, and ticket management platforms, resolving issues and meeting SLA standards.
• Process order updates, account changes, and coordinate resolutions for delivery issues while maintaining accurate customer records.
• Collaborate with Operations, Logistics, and other teams to escalate and resolve complex cases, ensuring positive outcomes.

The company provides ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities. It is a fast-growing North American company that prioritizes customer experience and operational success.

• Provide technical support and troubleshooting to customers via chat and email.
• Triage complex customer service issues and escalate as needed.
• Maintain deep product knowledge and identify trends for long-term solutions.

Teramind builds an Insider Risk Management and User Behavior Analytics platform used by over 10,000 organizations. They are a global, remote team with an inclusive and flexible culture.

• Provide exceptional customer service by building rapport and relationships with our customer base, always being professional, courteous, and respectful.
• Troubleshoot and solve issues using all available tools and resources, including taking calls, emails, and chat sessions, while documenting customer issues in Salesforce.
• Contribute to creating training documentation and document enhancement requests and software defects for the development team.

LINQ is a high-growth software company empowering K-12 district teams with cloud-based solutions for finance, HR, nutrition management, and payments. The team is talented, committed, and fiercely loyal problem-solvers, trusted by 30% of U.S. school districts to serve over 1 billion meals and process payroll for 364,000 educators annually.

• Troubleshoot customer issues using documentation, tools, and escalation resources to deliver excellent experiences.
• Become Smartsheet Product Certified and support customers via email, phone, and chat.
• Partner with leaders to exceed performance goals in satisfaction, quality, attendance, and productivity.

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, now uniting human teams with AI agents. With over 20 years of experience, the company fosters a culture where ideas are heard, potential is supported, and diverse perspectives are welcomed.

• Respond to customer inquiries related to billing, payments, and invoicing across multiple communication channels.
• Maintain accurate customer account balances and collaborate with Accounts Receivable to resolve payment issues.
• Identify opportunities to improve workflows and support quality through technology and data.

This role is listed on behalf of a partner company that provides billing solutions within a fast-growing technology environment. They are a collaborative team with international staff, offering a remote, multilingual work culture focused on continuous improvement.

• Support day-to-day client relationships across commercial card and accounts payable clients.
• Handle inbound client support phone lines, fielding questions and resolving card operations issues independently.
• Escalate complex processor issues to the Customer Success Manager with full context and documentation.

We are a fintech startup building a payments stack for commercial card and accounts payable products. We are a small, growing team where you will do real work from day one and have a clear path to grow into a full Customer Success Manager role.

• Serve as the escalation point for complex technical issues beyond Tier-1 support, including platform dashboards, data pipelines, and AI-driven insights.
• Investigate, reproduce, and resolve product bugs and data discrepancies while performing root cause analysis across multiple eCommerce environments.
• Collaborate with engineering, product, data, and customer success teams to prioritize issues and drive resolutions while maintaining knowledge base resources.

Bright Insights offers an AI-powered eCommerce intelligence platform used by leading global businesses. The company values ownership, analytical thinking, and continuous improvement in a fast-paced environment.

• Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support.
• Own customer technical issues end-to-end, from initial report to resolution, while providing clear progress updates.
• Contribute to the Gainsight community by authoring product how-to guides, technical documentation, and best practices.

Gainsight is the AI-powered retention engine behind the world's most customer-centric companies, orchestrating the customer journey from onboarding to advocacy. Over 2,000 companies trust Gainsight's applications and AI agents, and the culture is built on collaboration, curiosity, and a human-first approach.

• Perform monthly billing audits, fee calculations, and adjustment processing.
• Maintain client accounts and billing instructions to ensure accurate fee schedule assignments.
• Collaborate with advisors and teams to resolve billing discrepancies and facilitate fee collections.

Mercer Advisors helps families simplify and amplify their financial lives through comprehensive financial planning, investment management, and related services. The firm serves over 31,300 families across 90+ U.S. cities, with a diverse team where more than half of employees and client-facing professionals are women.

• Be the first point of contact for all customer questions and queries.
• Construct and execute plans to identify, escalate, and remediate operational challenges.
• Work closely with Sales, Customer Success, Implementation, Engineering, and Product teams.

H1 provides a platform that leverages data and AI to unlock medical insights, promoting health equity and improving patient outcomes. The company fosters a collaborative culture focused on innovation and impact, though exact size is not specified.

• Serve as an expert on Flock Safety products, providing quick and high-quality assistance to customers via phone, chat, and email.
• Partner with Product, Engineering, Operations, Sales, and other teams to resolve escalated situations and improve customer experience.
• Contribute to the Customer Help Center and make recommendations to enhance the product network.

Flock Safety builds technology that reduces crime and protects privacy by partnering with cities, businesses, schools, and neighborhoods. With over $1B in funding and an $8.3B valuation, they are a high-performance team united by urgency, ownership, and meaningful impact.

• Manage the full billing lifecycle for enterprise accounts, including provisioning, mid-cycle changes, and offboarding.
• Resolve invoice discrepancies and ensure revenue integrity through periodic audits of subscriptions.
• Partner with Sales, Finance, and Engineering to automate billing processes and build guardrails for accuracy.

ElevenLabs is an AI research and product company transforming how we interact with technology with human-like AI voice models, serving millions of users and thousands of businesses. They have raised $781M in funding, valued at $11B, and have an innovative culture with a global, high-velocity team of researchers, engineers, and operators.

• Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions.
• Research, troubleshoot, and resolve support issues within response and resolution goals, identifying workarounds as needed.
• Maintain detailed call and email records, prioritize issues based on SLAs, and meet customer satisfaction goals monthly.

Mitratech builds world-class products that simplify operations in Legal, Risk, Compliance, and HR functions. For over 35 years, they have served 20,000 global client companies, including 30% of the Fortune 500, and foster a diverse, inclusive culture with great people practices and learning opportunities.

• Own the daily operations of Client Support, including queue health monitoring, QA reviews, and team standups.
• Coach and train team members to ensure high-quality support, while handling complex escalations and providing hands-on coverage as needed.
• Partner with the Client Support Manager on process improvements, weekly updates, and cross-functional operational planning.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by interpreting EHR data and making recommendations for revenue cycle teams. As a Smartian, you'll build technology that makes healthcare more accurate and sustainable, working with a small, mission-driven team.