Founded in 1999, SurveyMonkey changed the way people gather feedback by making it easy for anyone to create their own online surveys. Today, SurveyMonkey's mission is to power curious individuals and organizations to measure, benchmark and act on the opinions that drive success. Our People Powered Data platform enables conversations at scale to deliver impactful customer, employee and market insights. The company's 700+ employees are dedicated to fueling the curiosity of over 16 million active users globally. For more information about SurveyMonkey, please visit surveymonkey.com.
As part of the team, you will be an advocate for the customer billing experience to drive customer and team improvements. This includes interacting with customers to provide the highest quality assistance to our most complex billing related issues, and doing research and troubleshooting to identify issues that delay payment or impact customer experiences.
As our billing experience product expert, you will work cross-functionally with Customer Operations, Finance, Legal, and Product to interpret customer insights to diagnose and prioritize issues related to billing and payment work flows or to identify creative solutions. In addition, you will also help in driving education and knowledge management of billing resources, processes, and policies to support internal teams with real time answers, or product training. Ultimately, you are the billing experience voice and will integrate customer insights into product, process, and policy business areas.
Technical aptitude matters in the role, but not as much as the desire to make a difference on a motivated team. This role is expected to work in a team environment and communicate billing activity with internal stakeholders through various projects such as, but not limited to, bug reporting, financial/customer analyses, training, process and procedures improvements.
Diagnose and resolve our product billing and payment issues. Take our customers at their most frustrated point and deliver them with context and grace to a resolution.
Operate as our billing product expert and resource to others both within and outside the immediate work group for all billing functions/tasks.
Act as an approachable and patient resource for the global Customer Ops team. Provide real time internal support for more complex questions, deliver ongoing billing training, and build knowledge by providing proactive feedback.
Follow through on product issues related to billing. Identify and reproduce, file articulate and consistent bugs, communicate with product and engineering to ensure they have what they need to prioritize and fix issues, and keep internal stakeholders and affected customers up to speed.
Liaise with Customer Support teams to learn and implement best practices and to drive process and workflow improvements for the customer and team experience.
Be a clear and adaptive communicator in all situations. Your voice needs to provide full context for customers, reproduction steps for product and engineering, communicate customer trends, synthesize data to arrive at solutions, as well as provide engaged support to internal teams.
Reporting and liaising with Finance, Product & Engineering, and Legal teams on billing and revenue trends.
Collaborates with business leaders and cross-functional teams as a customer advocate to integrate customer feedback that helps inform product roadmap objectives.
World-class customer service focus, preferably for an Internet company.
2+ years of experience solving billing related issues for customers with high expectations.
Ability to synthesize data and information to identify trends and arrive at solutions.
A fast-learning critical thinker with excellent organizational skills.
Outstanding oral and written communication skills, adapting communication style for any audience.
Strong initiative and ability to aptly handle ambiguity, competing priorities, and multitasking.
Ability to maintain confidentiality and handle sensitive data.
Strong attention to detail.
Teamwork and collaboration, plus able to independently drive projects.
Excellent knowledge of Internet and software applications, including Microsoft Office products. Bonus points for knowledge of SalesForce, NetSuite, and various Payment Consoles.
Basic knowledge of EU VAT regulations for electronically supplied services
University degree required.
Fluency in English required.
At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays and parental leave, and equity compensation.
SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.