Staff CX Service Enablement

About the role

In this role, you will be instrumental in driving customer satisfaction by empowering our service teams with the resources and frameworks they need to succeed. You will own the design and execution of enablement programs that directly impact the quality of customer interactions. This position requires a strategic thinker who can translate complex operational needs into clear, actionable guidance for support staff. You will work closely with leadership to align service initiatives with broader business objectives. Your efforts will ensure that every customer touchpoint reflects the high standards of professionalism and empathy we strive for. You will be responsible for measuring the effectiveness of training and process changes to continuously refine our service delivery model. This is an opportunity to shape the future of customer experience within a growing organization. Your work will have a direct influence on retention, loyalty, and the overall perception of the BILL brand.

Key facts

What you'll do

• Analyze current customer service workflows to identify bottlenecks and opportunities for optimization.
• Design comprehensive training materials and resources that equip service representatives with the skills needed to excel.
• Partner with product and operations teams to ensure service strategies are aligned with evolving product offerings.
• Develop key performance indicators (KPIs) to track the success of service enablement initiatives.
• Facilitate workshops and coaching sessions aimed at improving communication and problem-solving skills.
• Gather and synthesize feedback from service teams to inform iterative improvements to support processes.
• Collaborate with technology partners to implement tools that enhance the efficiency of service delivery.
• Monitor industry trends and best practices to keep our service enablement framework current and competitive.
• Support the rollout of new service policies and procedures across all customer touchpoints.
• Act as a subject matter expert for service-related inquiries from both internal teams and external partners.
• Evaluate the impact of enablement programs through data review and adjust strategies based on findings.
• Foster a culture of continuous learning and improvement within the service organization.
• Liaise with cross-functional stakeholders to ensure alignment on customer experience priorities.
• Document standard operating procedures to create a scalable and repeatable service enablement model.

Requirements

• Must possess a minimum of 5 years of hands-on experience in customer experience or service enablement roles within a professional services environment.
• Demonstrate a deep and practical understanding of customer service best practices, methodologies, and frameworks.
• Show a proven track record of successfully collaborating with diverse teams, including cross-functional and senior stakeholders.
• Exhibit excellent communication skills, with the ability to convey complex ideas clearly and concisely to varied audiences.
• Hold a Bachelor's degree in Business Administration, Marketing, or a closely related field from an accredited institution.
• Have the legal right to work in the United States without sponsorship, as visa sponsorship is not available for this role.
• Bring strong analytical skills to interpret customer feedback and translate insights into actionable service improvements.
• Maintain a professional demeanor and high ethical standards in all interactions with colleagues and customers.

Nice to have

• Hands-on experience with customer relationship management (CRM) platforms such as Salesforce or Zendesk.
• Familiarity with data analysis techniques and the use of reporting tools to drive strategic decision-making.
• Prior involvement in developing or managing service level agreements (SLAs) and performance dashboards.
• Experience mentoring or coaching customer service representatives in a formal capacity.
• Knowledge of customer journey mapping and its application in service design.

Practical notes

This is a full-time position based in the United States and does not offer visa sponsorship or relocation assistance. All applicants must be authorized to work in the country where the role is based. The selected candidate will be expected to work standard business hours as determined by the needs of the business and the support teams. Travel is not required for this role, ensuring a stable and predictable work environment. Applications will be accepted on a rolling basis until the position is successfully filled, so early submission is encouraged. The company offers a comprehensive benefits package that includes health insurance, retirement planning options, and paid time off to support work-life balance. This role is integral to the long-term success of the customer experience organization and offers opportunities for professional growth within the BILL ecosystem.