FinCare Coordinator I

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

The FinCare Coordinator I manages follow up of Smartsheet FinCare team inbound Customer service ticket queries, phone calls, and voicemails. You will be the first line of interaction with all Finance queries regarding Smartsheet. The FinCare Coordinator 1 helps with customer questions, employee inquiries, and other assignments. 

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better outcomes. 

You will report to our Manager of FinCare located in our Costa Rica, San José office. 

You Will: 

• Provide the standard for a great Smartsheet Customer experience.
• Respond to Customers within 24-48 hours of an inquiry coming in.
• Communicate with Customers by phone and email.
• Answer Customer payment and invoice questions.
• Assist Customers with desired changes to their account.
• Assist Smartsheet Employees with questions, and problems.
• Resolve difficult or complicated challenges diplomatically to best assist the Customer and Smartsheet.
• Quality of work to include timeliness, completeness, and accuracy.
• Other tasks as assigned.

You Have: 

• Experience with Service Ticket/Case systems.
• Experience with ERP systems.
• Experience with Data Entry.
• Established Customer Service experience.
• Excellent verbal and telephone skills.
• Typing skills with the ability to type 50+ words per minute with high accuracy.
• Regular and predictable attendance is a function of the job.
• Diligently attend to details and pursue quality in accomplishing tasks.
• Bachelor's degree or equivalent work experience.

Perks & Benefits: 

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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