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The Role

-This position is open to South Africa applicants only

As the billing specialist for GoCanvas, your objective is to help GoCanvas provide the best  customer experience as we have more companies switching to our efficient and powerful web and mobile applications each day. 

Your goal is to provide potential and existing customers with astounding support via email, chat and/or phone by resolving issues or concerns related to billing. This is an extremely vital role at GoCanvas as you will have a meaningful impact on our customers while being an ambassador of the GoCanvas brand. 

This is a position for an individual with an astounding commitment to customer satisfaction who’s looking to join this fast-growing tech company and award-winning culture. This opportunity  is also a career building block within the GoCanvas work environment. Think of it as a seat at the table as we are a company that truly cares about your personal and professional growth.

What You’ll Do:

• Work closely clients and potential clients via email, phone and/or chat to resolve billing issues or inquiries

• Research accounts using various platforms to provide information and resolution to billing tickets

• Forge collaborative relationships with internal teams such as support, sales and customer success

• Maintain customer records in the billing systems

• Provide clear and informative feedback to accounting and product management teams based on customer inquiries and requests

• Help to document best practices in developing and deploying GoCanvas

• Ad hoc requests at management’s discretion

  What Impact Looks Like:

• Timely responses to billing and support cases to meet our SLA hours (Service Level Agreement) 

• Work closely with  our Accounting and Customer Success Teams to help maintain high NPS (Net Promoter Score)

• Resolve all cases within 72 hours 

• Provide timely follow-up for billing inquiries

  Who You Are:

• A strong passion for customer satisfaction, a sincere desire to provide the best experience for our customers with each interaction

• Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments, and projects with strict deadlines

• A confident and engaging personality that shines over the phone

• Ability to exercise your empathy muscle when dealing with our clients

• Self-motivation to not only become an individual leader but a team player ready to establish GoCanvas as a globally dominant force (hint: a strong work ethic will take you far!)

• Highly effective written and verbal communication skills

• Ability to work independently, manage workload effectively, and stay focused under pressure

• 2 + years of relevant work experience in a customer service-oriented environment

• Prior experience with Zuora, Recurly, Zendesk and/or SalesForce preferred 

  What GoCanvas Brings:

We believe culture eats strategy for breakfast and that hiring the right people is THE most important thing we do. That’s why we take our company values so seriously and look for these traits in everyone we hire: Empathy, Innovation, Authenticity, Impactful, Team Player, and Cheeky/Fun Loving. We believe in giving people the freedom to get things done, but that they should also have accountability for their key metrics, think and act like owners of our business and be able to work in a flat organizational structure.We provide an environment that allows for innovation and creativity as well as a chance for highly motivated individuals to have fun at work. While we believe culture trumps perks, we are proud to provide a comprehensive benefits package designed to meet our team members’ needs.

South Africa Benefits:

• Competitive Compensation

• Medical plan

• EAP Program 

• Remote working flexibility

• 3 days Family Responsibility Leave

• 12 Days Sick Leave

• 15 Days’ Vacation Leave

• 13 Company-Paid Holidays 

  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be!

If you need special assistance or accommodation while seeking employment with us, please email recruiting@gocanvas.com or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas in the US or South Africa. 

This role is a #LI-Remote opportunity.

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