Job Description

At Casebook, Customer Experience (CX) is an essential part of our organization. The Customer Support team is an essential part of the CX team, as they offer guidance and troubleshooting for customers during their entire lifecycle as a customer at Casebook. 

The Customer Support Specialist's - Finance and AR - top priority is to help our customers troubleshoot any payment or billing related issues they have with their Casebook subscription and to ensure that their experience using Casebook is a pleasant and productive one by delivering quick, accurate, personable support.  Your secondary - but equally important -priority will be to monitor overdue payments or payment issues and work through to resolution with customers and internal team members.

This role will process incoming billing and account related customer requests, monitor our subscriptions management platform - Chargebee - to ensure that accounts receivables are being processed and resolved in a timely fashion, and investigate information in Hubspot, our customer and deal management platform to ensure accuracy between subscription and customer deal management.

The Customer Support Specialist for Finance and AR will work closely with internal functions such as our Client Success Managers, our CCO, our CFO and our CRO in addition to working directly with customers who range from executives in non-profit organizations, mid-level managers, public sector leaders and customer finance team members.  Therefore, this person is accustomed to communicating with a range of individuals representing different organizations in a highly professional and detail-oriented manner.

We take customer service seriously. This is a position we consider essential to our company’s success. Our customers rely on Casebook for their day-to-day work with vulnerable populations and we want to provide uninterrupted service to support their efforts.

Qualifications

• You have 1-2 years of Collections or Accounts Receivables experience, preferably within a SaaS company.

• You have prior experience doing live payment and account-related customer support by phone, chat and ticketing systems (like Hubspot and Zendesk) and you know how to do it well. 

• You have experience analyzing customer information- such as subscription, usage, renewals and expansions - to proactively manage customer payment transaction failures or other instances of non-payment and are able to manage to resolution.

• You have managed customer relationships by using analytic skills and negotiating techniques to resolve delinquent customer accounts using collection tools while promoting customer retention and satisfaction

• You are an empathetic and articulate communicator and you have experience in customer-facing roles. 

• You are willing to apply special effort when you see a high priority situation or customer that needs an escalated resolution.

• You have 1-2 years of experience using a modern subscription management platform.  Preferred: You have Chargebee experience.

• You have 1-2 years of experience using a customer relationship management platform.  Preferred: You have Hubspot experience

• College degree or equivalent professional experience preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.  

Casebook PBC is also an equal opportunity employer.  At Casebook PBC, we appreciate the value of diversity, and strive to create and support a workforce representative of the population we serve.  Casebook PBC is committed to creating an inclusive and respectful environment for all employees, and does not discriminate on the basis of race, color, religion, sex, gender expression and identity, national origin, political affiliation, sexual orientation, sexual and reproductive health decisions, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or any other non-merit factor.