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Billing Contractor

Customer Operations

Portland

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About SurveyMonkey

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 335,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture, we are building a workplace for our 1,000+ employees across North America, Europe, and APAC where people of every background can thrive. We’ve won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals. SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and the company has also won numerous awards as a leader in global survey software, including being named among CNBC’s Disruptor 50 and the Forbes Cloud 100.

Over the past two years we’ve become a public company and expanded our platform with enterprise-grade features in privacy, security and compliance, putting SurveyMonkey on the path to rapidly expand our presence within the Fortune 500. We have ambitious goals to grow our international footprint as well, and every member of our troop plays a critical role in driving this growth and transformation. It’s an incredible time to join the company and be a part of our next chapter!

The Role

As part of the billing team, you will be working directly with customers and cross functional partners to provide the highest quality assistance for customer billing and payment related issues. Take our customers at their most frustrated point and deliver them with context and grace to a resolution. Some inquiries such as cash payment applications will require research and problem solving to resolve while others, such as discount request fulfillment, are more process oriented. 

Responsibilities:

  • Be a clear and adaptive communicator in all situations, identify and communicate customer trends.
  • Diagnose problems and work with customers to resolve billing and payment issues. Examples include delayed check and electronic payment applications, short pay resolution, and discount application processing.
  • Operate as a resource to others both within and outside the immediate work group for billing functions/tasks.
  • Collaborate cross functionally with Customer Support, Finance, and Legal teams to resolve customer issues, learn and implement best practices, and to drive process and workflow improvements for the customer and team experience.
  • Other duties and tasks as needed.

Qualifications:

  • World-class customer service focus, preferably for an Internet company.
  • Proven ability to support customers by email or phone.
  • A fast-learning critical thinker with excellent organizational skills.
  • Outstanding oral and written communication skills, adapting communication style for any audience.
  • Initiative and ability to aptly handle ambiguity.
  • Strong attention to detail is critical in this role. 
  • Teamwork and collaboration, plus able to independently contribute to projects.
  • Familiarity and ability to use basic functionality in Microsoft Excel / Google Sheets.
    • Bonus points for knowledge of SalesForce, or working with various Payment Service Providers.
  • High School Diploma or equivalent required. Some secondary education preferred. 
  • Fluency in English required.

 

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays and parental leave, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.



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