Zipwhip is a Seattle-based SaaS (Software-as-a-Service) company providing text messaging to businesses across North America through cloud-based software and a best-in-class API solution. One of the fastest-growing tech companies in North America as ranked by Deloitte Fast 500 2017 and 2018, Zipwhip invented the technology that enables businesses to text using their existing landline, VoIP or toll-free phone number and communicate with consumers the modern way.  

Zipwhip is aggressively investing in our people, product offerings and processes. We are backed by Goldman Sachs, Microsoft Ventures, OpenView, Voyager Capital and a host of other investors, and are seeing rapid growth in both employees and revenue. Zipwhip is the only business-texting provider with direct connections to all Tier 1 and 2 wireless operators in the U.S., and we've delivered billions of texts to consumers nationwide.  

Zipwhip employees come to work every day inspired and ready to live out our DIRECT values: Determination, Innovation, Respect, Enthusiasm, Collaboration and Trust. If you want to be part of an organization where highly motivated thinkers are empowered to change the way we communicate with the world around us, then we'd like to hear from you.  

What we're looking for: 

We are looking for a Customer Support Specialist that could help us ensure that every one of our customers has an excellent experience while using our product. We are seeking someone who will advocate for a customer-centric support approach and share our company DIRECT values.  

As part of the Customer Support team, you will be responsible for all billing-related contacts, including re-issuing invoices, changing account information and updating credit card information. In this role, you will be interacting with our customers via text, email, and phone. This role will report to our Customer/Technical Support Manager.  

This is a temporary, 6-month long role with the possibility to convert to a permanent position based on performance and business needs.  

What's the job really?  

• Perform all necessary billing activities to ensure that invoicing is both accurate and timely, and payments are processed and applied correctly. 
• Ensure thorough communication with customers throughout business processes to intake correct information for data entry. 
• Promptly input correct information to various programs and systems to ensure all accounts are accurate and up to date. 
• Provide customer service specifically sending statements and invoices and collecting on open invoices 
• Work across several systems, entering and reviewing data in addition to researching and resolving items. 
• Communicate with Support and Billing departments to ensure timely resolution of customer contacts.  
• Contribute to the Billing Support queue and own responsibility for invoice accuracy and follow-ups includingbilling dispute resolution and generation of billing adjustments within prescribed SLAs. 
• Maintain confidentiality of company and customer information under policy and regulation. 

What you bring to the table:  

• Attention to detail is critical for finding success in this role.  
• Customer centricity. You are professional and put the cutomer first. 
• You’re dependable, reliable, and consistent in your attendance and engagement. 
• Excellent written and oral communication skills.  
• 1+ year of customer service experience in a contact center environment.  
• Proficient in Microsoft Office and experience operating multiple systems and tools.  
• Billing, Collections, Salesforce experience is preferred, but not required. 

Physical Requirements 

The physical demands described here are representative of the requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will be required to come and go from the work area daily, talk, listen, use a personal computer and telephone, read and understand documents containing text and/or numbers. Heavy computer usage is required for this position. 

What we offer: 

• Fun, lively startup culture and one of Seattle's coolest offices. Note we’ve since moved into an even cooler office (300 Elliot Ave). 
• Core values-based leadership. 
• A culture of employee engagement-lively weekly company updates as 1 example. 
• Competitive salary and stock options. 
• Stipend for transportation and cell phone usage. 
• Full benefits package including parental leave, a generous matching 401k program, PTO, and medical, dental, vision, disability, and life insurance. 
• Complimentary snacks, complimentary beverages, a subsidized cafeteria with lunch made fresh every day, and free lunch on Fridays catered by local chefs. 
• Complimentary shuttle access to the office from King Street Station, Ferry Terminal and Yesler/Occidental. 

Zipwhip values an inclusive and diverse team. 

Being an equal opportunity employer is important to us. We work hard everyday and value an inclusive and diverse team. We are an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, national origin or ancestry, citizenship status, creed, religion, sex, pregnancy, sexual orientation, gender identity or expression, age, marital status, veteran status or any other status protected by federal, state or local law. 

We are an E-verify participating employer.