Billtrust
B2B accounts receivable workflow and payment software
Manager,CustomerSupport
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Manager, Customer Support at Billtrust. Skills: People Leadership, AI Adoption, customer support technologies, support metrics, operational reporting, technical aptitude, customer relationships, high-stakes escalations, SLAs, communication skills. ensuring consistent, high-quality service delivery across their team’s product lines. clear accountability for performance outcomes including CSAT, response and resolution times, quality, and employee productivity”
What You'll Achieve.
get paid faster; control costs; maximize customer satisfaction; deliver business value; deliver higher-quality outcomes; impact they create; performance outcomes including CSAT, response and resolution times, quality, and employee productivity; ensuring that every team member is growing, not just performing; effortless customer experience
Industry & Context.
make ‘thoughtfully fast’ decisions; act quickly; cut through red tape; deliver progress not perfection; take ownership and accountability; comfortable using data to identify and close performance gaps; ability to understand and communicate complex technical issues to a non-technical audience
What They're Looking For.
Must Have
Experience with customer support technologies including CRM (Salesforce preferred) and case management, current perspective on where the space is heading, Well-versed in support metrics and operational reporting — CSAT, first reply time, resolution time, quality scores, comfortable using data to identify and close performance gaps, technical aptitude, including familiarity with cloud-based SaaS platforms, basic data concepts, and the ability to understand and communicate complex technical issues to a non-technical audience, Demonstrated ability to build customer relationships and navigate high-stakes escalations with both urgency and professionalism, Experience operating within defined SLAs, service protocols, and documented processes, Exceptional communication skills — verbal, written, and in the comfortable presenting to and fielding questions from senior leadership, A genuine team player with high standards, Deep understanding of what an effortless customer experience looks like and a personal commitment to building toward it, Bachelor's degree
Nice to Have
Billtrust support experience is a plus
What You'll Do.
high-quality service delivery across their team’s product lines
clear accountability for performance outcomes including CSAT
response and resolution times
and employee productivity
drive both the daily rhythm of the team and the longer-term trajectory of each individual on it — identifying gaps
and ensuring that every team member is growing
serve as the primary escalation point for their team
build relationships across Billtrust’s cross-functional partners
confident voice for the customer in every room they enter
Actively up-level your team
identify high-potential individuals and create a clear path
identify underperformers and manage them with both clarity and care
Foster a team culture where accountability and recognition go hand in hand
How You'll Work.
Team & Collaboration
build relationships across Billtrust’s cross-functional partners; A genuine team player with high standards; foster diverse teams; collaborate with passion
Communication Scope
Exceptional communication skills — verbal, written, and in the comfortable presenting to and fielding questions from senior leadership
Full Job Description
Who We Are Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we provide the world’s leading brands with AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 million buyers, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer outcomes. We’re an AI-first company, not just in what we build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, make better decisions, and deliver higher-quality outcomes. We hire exceptional people, give them cutting-edge AI capabilities, and measure success by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, Billtrust is the place to do it. Our Values Customers We relentlessly increase value for customer and do the right thing for them. Action We make ‘thoughtfully fast’ decisions, act quickly, cut through red tape, deliver progress not perfection, take ownership and accountability. Team Spirit We put the team ahead of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together. Innovation We challenge the status quo, experiment thoughtfully, and are novel and brilliant in what we create. Excellence We love to win, but we hate losing even more. We aspire to be the best and take pride in our work. When we fall short, we own it and come back stronger. About the Role: Billtrust is looking for a Manager, Customer Support who will play a direct and meaningful role in the quality of our customers’ day-to-day experience. This is a people-first leadership role — one where coac
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