(Remote – U.S.)
🧾 About the Role
Billtrust is hiring a Sr. Customer Support Analyst to help manage complex customer support scenarios with a high level of technical insight and urgency. You’ll be the go-to resource for escalations, advanced troubleshooting, and high-touch customer service, while also mentoring teammates and improving internal processes. This role blends SaaS technical support with client-facing engagement to elevate the service experience for top-tier customers.
✅ Position Highlights
• Salary: $70,000–$80,000/year
• Employment type: Full-time
• Fully remote (U.S. only)
• Reports to: Customer Support Leadership
• May qualify for bonus, equity, or variable compensation
📋 What You’ll Own
• Handle high-priority, complex support issues across phone, email, chat, and ticketing platforms
• Translate customer pain points into resolutions or support plans
• Act as escalation point for sensitive client relationships
• Proactively manage workload and meet service commitments
• Support customer configuration, optimization, and advanced troubleshooting
• Use SQL queries or scripting to resolve technical challenges
• Identify issue trends and contribute to process improvements
• Update knowledge bases and act as subject matter expert internally
• Collaborate cross-functionally to solve unique product issues
• Provide mentorship and guidance to support team members
🎯 Must-Have Traits
• 5+ years of technical customer support or SaaS experience
• Advanced troubleshooting and problem-solving ability
• Strong written and verbal communication
• Skilled in CRM/ticketing platforms and documentation workflows
• Ability to query data (SQL) or write/read simple scripts
• Proven track record of managing escalations and complex inquiries
• High emotional intelligence and active listening
• Bachelor’s degree preferred (not required)
💻 Remote Requirements
• U.S.-based
• Stable internet and a functional home office setup
• Comfortable working independently in a fast-paced, collaborative remote environment
💡 Why It’s a Win for Remote Job Seekers
• 100% remote with flexible work hours
• Open PTO + sabbatical for long-term employees
• Company-paid WeWork access, if desired
• Paid parental leave and comprehensive benefits
• Culture of recognition, mentorship, and professional development
• Minimal bureaucracy and real decision-making power
• Join a growing, mission-driven SaaS company leading the digital payments space
✍️ Call to Action
If you’re a seasoned support pro who thrives on solving tough problems and mentoring others while helping customers succeed, Billtrust wants to hear from you. Apply today to join a team where your technical expertise and customer-first mindset will make a real impact.