Customer Support Associate

Job Description

DebtBook was created and continues to develop in partnership with the government and nonprofit finance industry. At DebtBook, the Product Support team drives great client outcomes, through responsive, customer-focused service. We look at every interaction with our customers as an opportunity to learn and improve ourselves, our team, and our product. You will be involved in all aspects of product support, including answering questions, updating client data, demonstrating the product, educating customers and more. DebtBook looks to the Product Support team members for input on key decisions to improve the entire customer experience. This role will support a national customer-group and regularly provides support from 10am-7pm Eastern.

Key Responsibilities Include:

• Respond to client inquiries via live chat and email
• Troubleshoot and provide resolution to customer challenges
• Become a DebtBook product expert
• Provide client training and ongoing product education as needed
• Work with the internal data team to ensure data updates are made correctly
• Work with the internal product and development teams to ensure the timely resolution of any product issues
• Engage with clients, post-implementation, to understand their experience and drive success

Qualifications, Experience, and Skills We’re Looking For:

• Experience in a people-focused, customer service role
• Proficient in Microsoft Excel, including formulas and functions
• Exceptional written communication skills
• Experience and/or education in accounting is required
• Excellent analytical, problem-solving, and decision-making skills
• BONUS experience with municipal debt or lease accounting is highly valued
• Empathetic, positive attitude with a commitment to our customers' success
• Highly organized with a high level of accuracy and attention to detail is required
• A strong sense of service and a passion for technology
• Comfort in a fast moving startup environment
• Demonstrated ability to relate well to individuals and groups with widely varying backgrounds, perspectives, education and skills is required
• Bachelor’s Degree in Accounting or Finance preferred

Who We Are

DebtBook is an industry-leading fintech software platform that revolutionizes the way governments, higher education, and healthcare organizations and their finance teams manage debt and leases, empowering them to provide more and better services to their communities.

Why DebtBook

At DebtBook, we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference. We are growing fast, but our people aren’t just a number -- everybody has the opportunity to shape our culture and the future of the company.

Empowered to Thrive

We want our employees to do meaningful and engaging work and offer benefits and perks that support their wellbeing and make their life better, both in and out of the office.

• Be an Owner: On top of your salary, we grant real stock instead of just options.
• Take Time to Recharge: We do our best work when we have work-life balance, and that includes self-managed PTO and generous leave policies.
• Live Well: Keep your family covered with health, dental, and vision insurance.
• Excel at Work: We provide top-of-the-line equipment and even stipends for remote workers to set up their ideal work space.
• Grow Your Career: You aren’t just here to do a job -- with Lunch & Learns, professional development, formalized career paths, and opportunities to engage with industry leaders, you are empowered to take your career to the next level.
• Build a Community: Our work environment is results-focused, and we celebrate our successes as a team, whether it’s in-office coffee and donut breaks, happy hours at the local brewery, or taking on the leadership team in a friendly game of bowling.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• 9am- 6pm EST 

Work Location: 1930 Camden Rd #200, Charlotte, NC 28203