This role is within the Accounts & Billing team, which is part of the greater Success Organization. We are currently a team of 5 individual contributors, looking to add a 6th! Reporting to the A&B Manager, your responsibilities will encompass assisting hundreds of users on a weekly basis to ensure they receive the necessary support for successful utilization of our Accounts and Billing platform. Additionally, you will contribute to projects aimed at enhancing our customer experience, communicate insights to corresponding Product and Engineering teams, and maintain our documentation as our tools and processes evolve.
What you’ll do:
- Become an expert in all things Accounts & Billing to provide a superior customer experience via Zendesk.
- Efficiently diagnose new issues and recurring patterns to determine solutions. Take ownership of tickets from initiation to resolution, demonstrating exceptional troubleshooting skills and resourcefulness.
- Take ownership of shaping internal and external processes that directly impact customer engagement and contribute to improved support metrics.
- Work collaboratively across departments—such as Product, Engineering, Legal, Marketing, Finance, Sales, and Customer Success—to plan and execute projects.
- Take ownership of large-scale projects that align with our department's strategic objectives.
What you’ll need to succeed:
- A minimum of 2 years of experience in a technical support role.
- Previous experience working directly with Product and Engineering teams.
- A proactive approach, with a proven history of taking the lead in developing and refining processes.
- Based in the US, but willing to work in the Pacific Time Zone.
- Exceptional communication skills and tone of voice. You must be proficient in both written and spoken English, but knowledge of other languages is also advantageous!
- Innate problem-solving abilities are critical due to the diverse range of customers we work with.
- Ability to explain complex issues in a way that non-technical customers can understand.
- A strong sense of curiosity and a willingness to share knowledge with others.
- Be audacious, understanding, deliberate, and have an innate ability to simplify complex problems in line with our core values
What makes you stand out:
- More than 2 years experience in technical support.
- Previous experience troubleshooting billing platforms.
- Previous experience with billing platform migrations.
- Previous experience in the SaaS industry.
- Previous experience in a startup environment.
- Experience in self-serve customer support.
What the Team is Saying
What We Do
Contentsquare is a digital experience analytics company dedicated to better customer understanding and making the digital world more human. We power more human experiences through understanding, action, and trust.
Since our founding in France in 2012, we have grown to be a truly global team, representing more than 72 nationalities in offices around the world, including New York, Texas, Colorado, London, Paris, Munich, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
In 2022, we raised $600M in Series F funding. In 2023, we were recognized as a certified Great Place to Work in 5 countries. In 2024, Heap and Hotjar joined the Contentsquare Group, strengthening our analytics platform to provide a 360 view of users' digital experience and to provide end-to-end service to the global market — from entrepreneurs and SMBs/growth companies to Enterprises.
Do you want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!
Why Work With Us
Contentsquare has a track record of success over the past 12 years, yet we operate with the agility of a startup, providing a huge opportunity to make a big impact. We offer generous paid time off plans, as well as schedule flexibility with in-office and remote hybrid work options make sure employees are at their best, inside and outside of work.
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Contentsquare Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer a hybrid work environment in which office-based employees can work from home 2 days per week, as well as fully remote positions if there is a strong business case.
