Customer Support Representative

About the role

The Customer Support Representative (CSR) is the primary point-of-contact for our users and their clients. The CSR is responsible for answering product and billing-related questions, tracking feature requests and following up with users once they’re released, and investigating and reporting bugs.

Responsibilities

• Maintain a deep understanding of the AdvicePay application
• Swiftly reply to customer emails with well-written, generous, authentic responses via our help desk software (Help Scout)
• Investigate and resolve both basic and complex support issues in a simple, straightforward way
• Troubleshoot and clearly report bugs to AdvicePay’s developers following established protocols
• Track customer feature requests
• Record brief tutorial videos to respond to customer emails when helpful
• Summarize support questions, complaints, compliments, and metrics for the Customer Success team, as needed
• Document troubleshooting steps and work processes
• Other department or company-related projects and tasks as assigned

Measurables for this position:

• Average first reply time is under 30 minutes
• Replies to resolve is under or equal to 2.2
• Handling time of a ticket in under 8.5 minutes

Requirements

• 2+ years of experience working with customers, either face-to-face or online (in any industry or capacity)
• Able to communicate with positivity and precision via the written word: you can write instructions in a simple and clear way, “speak” with warmth and humility, and typos are minimal
• Efficient in reading, analyzing, and problem-solving — so that customer issues are understood, diagnosed, and answered correctly the first time
• Patience and empathy
• Skilled in anticipating possible next questions that people have, so that our hard-working customers can get on with their day instead of spending time writing us follow-up emails
• A love of detailed work that requires both accuracy and consistency. You’re the master of ensuring nothing falls through the cracks!
• Experience going “above and beyond” and thinking one step ahead in order to thrill customers both in small and mighty ways
• Ease with technology (learning new apps is a welcome challenge, and you are confident in your ability to troubleshoot and analyze in a systematic way when using tech!)
• The ability to prioritize work, follow through on requests, take initiative, work both independently and collaboratively, and consistently meet deadlines
• Willingness and excitement around independent learning. A dependable, harmonious work ethic.
• High sense of personal responsibility and integrity (required)
• Communication skills with the ability to convey information professionally with kindness, clarity, and accuracy whether through written or verbal means
• An understanding of and strong alignment with our core values (required)
• Legally authorized to live and work in the United States (required) (AdvicePay participates in E-Verify to confirm the identity and employment eligibility of all new hires.)

Qualifications

• Experience with Stripe payments
• Fintech background
• Issue tracking tool exposure such as Jira

Benefits

• Accrued paid time off to use as you need it
• 11 paid holidays when the office is closed
• 401(k) with match — you put in 6% and we put in 4.5%
• 12 weeks of paid parental leave for the birth or adoption of a child
• Health benefits package provided of up to $275/month for an individual, $630/month for families
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
• Up to $1,800/year to cover the cost of working with a financial planner, plus up to $500 toward the one-time upfront fee
• $125/quarter to spend on yourself specific to our core value of “Be Well Being You”
• $500 donated to a non-profit organization of your choice when you volunteer 40 hours/year
• $1,000/year in Professional Development funds
• Subsidized employer-sponsored childcare through our partner daycare program for Bozeman area Team Members
• Pet insurance
• Company-owned laptop provided

Pay

$21.84/hour (please note that this wage is inclusive of all expected compensation. As with all roles at AdvicePay, we do not have a commission or bonus structure)

Schedule

Non-exempt, part-time (25 hours/week). Start date: October 2026. Location: Bozeman, MT.