Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

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’s 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’re 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’s 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)

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: