91黑料爆料

Job Overview

Mailchimp is a leading marketing platform for small businesses. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.

Our Billing team provides account payment assistance to Mailchimp鈥檚 customers. We are part of the Support team, but work closely with teams throughout the entire company to gather information and answer customer and internal partner questions efficiently and effectively. We value our customers and understand each Billing support ticket is unique and important. Our team strives to provide the best support experience for every customer by paying close attention to detail for investigation and resolution.

We鈥檙e looking for a highly motivated, self-starter with a real passion for helping others and learning new things to join our team. You are a detail-oriented problem solver with a natural sense of curiosity, strong investigation skills, and the ability to work through ambiguous situations. You are comfortable weighing multiple pieces of information to make logical decisions about sensitive, timely billing questions. You value and thrive in team collaboration. You are an effective, empathetic communicator who鈥檚 able to talk with customers, teammates, and other departments with equal interpersonal skill. Our team also really loves cake. If this sounds like you, we'd love to hear from you!

Responsibilities

• Investigate and answer billing questions for Mailchimp’s customers, including questions regarding invoices, pricing, and refund eligibility.
• Provide coverage for our support queue by responding to customers within their SLA priority consistently over the course of your shift.
• Communicate with customers about best practices for managing their billable audience
• Craft well-written, helpful responses to diverse
• Determine appropriate course of action while adhering to Mailchimp Billing's guidelines and policies.
• Provide consistent coverage for our internal help channels, where we assist partners from Product Support, Sales, Customer Success, and more.
• Collaborate with Mailchimp’s Support, Product, Compliance, Investigations, and Accounting teams to improve communication and promote efficiency.
• Collaborate with leaders and peers on team-based
• Achieve or exceed defined productivity metrics (tickets taken, CSAT, shift adherence, ticket QC)

91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Bay Area California $ 30.00- 40.50Southern California $22.00 - 30.00Colorado $22.50 - 30.50Hawaii $23.50- 32.00Illinois $22.50 - 30.50Massachusetts $23.50 - 32.00Maryland $22.50 - 30.50Minnesota $20.00- 27.50New Jersey  $23.30- 32.00New York $25.50- 34.50Ohio $20.00- 27.50Vermont $22.50 - 30.50Washington $23.50 - 32.00Washington DC $22.50 - 30.50This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at 91黑料爆料®: Careers | Benefits).Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender.

Qualifications

• Associate's degree or 1-2 years relevant work experience
• Proven extraordinary customer service experience, payment support a plus
• Excellent writing and communication skills
• Proven ability to define urgency and prioritize the most important work
• Ability to effectively and empathetically communicate sensitive financial information with customers and convey confidence through written interactions
• Exceptional attention to detail
• An analytical sixth-sense with the capacity to make quick, informed decisions
• Ability to thrive in a self-starter and team environment
• Solid technical troubleshooting skills
• Ability to multitask and handle multiple support tickets at once

Bonus Points for:

• Experience with MacOS, Slack, Salesforce, Looker
• Availability to work one of the following shifts:
  • 10-7 ET
  • 11-8 ET