Customer Operations Jobs

Balance is creating the payment infrastructure that will allow for seamless online B2B trade, globally. With the first tailored 1-click checkout fully dedicated to B2B merchants and marketplaces, Balance allows vendors to offer their buyers flexibility in payment and terms, wrapped with an awesome, quick, and easy checkout experience.
This is a unique opportunity. With the support of the best investors in the industry (Forerunner, Lightspeed, Ribbit Capital, Stripe), you'll have the responsibility and resources to take a significant part in the creation of a paradigm-changing product that can impact millions.
The Customer Growth Team drives and supports the robust usage growth of Balance’s products and services within our customers’ business ecosystems.
In the Customer Operations role, you will triage, organize and make more efficient how we intake and resolve our B2B customer's day-to-day operational issues. You’ll oversee the design and implementation of a support tool, along with creating helpful FAQ content to live within the tool for self-serve. You will enhance our implementation customer journey to facilitate more efficient onboarding and launch readiness. You will contribute to best practice guides and process documentation to build our knowledge base. Your experience and insights will help inform product enhancements and drive improved internal processes in service of a more excellent customer experience.
To be successful, you should be process-driven, technical, meticulous, and an enthusiastic customer advocate. You possess the strong initiative to problem-solve and the grit to see issues through to their full resolution. You get fulfillment from making customers happy, and you love creating order from chaos through efficient and scalable systems. You’re eager to build something impactful and can thrive in the ambiguity of a fast-growing startup.
Salary Range: $70k-$110k Annually
Responsibilities:

• Tackle ad hoc operational customer challenges and drive improvements for scalability
• Collaborate with internal and third-party partners to drive payment receipt issues to zero
• Partner with the Credit team to streamline and make more effective the collections communication protocol to shorten repayment timelines
• Create FAQ and other support content to be housed within the support tool, in partnership with the Solutions Engineering team
• Implement engagement and ticketing support tools to optimize customer onboarding and ongoing support and issue resolution
• Convey customer experience insights to Product for UI/UX and feature improvements
• Establish best practice guides/playbooks for the customer journey, and oversee their continual improvements

Requirements:

• Ability to engage with stakeholders of all levels across matrixed organizations
• Highly responsive, thorough, and articulate in both written and verbal communication
• Data and process-driven with experience in project management software and ticketing systems
• Technical experience or background is a must (examples include SQL, Python, Ruby, and scripting abilities)
• Payments and/or fintech industry experience preferred
• 1-2 years in B2B Customer Operations, Delivery, Project Management, Customer Success, or a similar role within a tech startup
• Passion for supporting complex B2B customer relationships