Description

Balance is creating the payment infrastructure that will allow for seamless online B2B trade, globally. With the first tailored 1-click checkout fully dedicated for 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 (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.

The Customer Operations Lead is the founding role of our enterprise operational support function within Customer Growth. You will shape the processes, style and content of this new function to deliver accurate, effective and thorough support, delivered in a streamlined and delightful manner. The day-to-day operational structure you create will be fundamental to the trust we build with our growing customers.

You will triage, organize and make more efficient how we intake and resolve our B2B customer 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, meticulous and an enthusiastic customer advocate. You possess 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.

Responsibilities

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

Requirements

5-7 years in B2B Customer Operations, Delivery, Project Management, Customer Success or similar role within a tech startup
Passion for supporting complex B2B customer relationships
Ability to engage with stakeholders of all levels across matrixed organizations
Exceptional attention to detail and accuracy
Data and process-driven with experience in project management software and ticketing systems
A knack for multi-tasking and working under time constraints
Highly responsive, thorough and articulate in both written and verbal communication
Ability to collaborate and build internal relationships across timezones to drive the best outcomes for customers
Payments and/or fintech industry experience preferred