Billtrust · 16 hours ago
Customer Support Automation Specialist
United States
Full-time
Remote
Entry, Mid Level
$80K/yr - $84K/yr
2+ years expBilltrust is a B2B order-to-cash software and digital payments market leader. They are seeking a Customer Support Automation Specialist responsible for improving self-service and case deflection rates by optimizing AI chatbots and knowledge bases, while collaborating with cross-functional teams to enhance customer experience.
Financial ServicesFinTechPaymentsSoftware
Responsibilities
Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive measurable gains in case deflection and customer satisfaction
Review chatbot conversations in Forethought AI to design and implement new workflows that significantly improve chatbot self-service rates
Leverage AI analytics, including knowledge gap dashboards, to prioritize workflows and Help Center updates with the highest potential impact
Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows and knowledge articles
Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience
Write, edit, and publish technical, topic-based knowledge articles that enable self-service
Optimize self-help content based on customer feedback and AI-driven recommendations
Evangelize and maintain voice and style consistency across all customer-facing content
Promote a culture of knowledge sharing and continuous learning within the organization
Report on chatbot and knowledge base performance metrics, highlighting impact and opportunities for improvement
Qualification
Required
2+ years of experience creating customer-facing technical documentation or managing AI chatbot performance in a SaaS environment (both preferred)
Proven success leveraging AI tools for support case deflection; experience with Forethought AI is a plus
Strong analytical skills with a track record of driving measurable results through AI optimization
Excellent writing and communication skills
Strong project management and problem-solving abilities
Ability to communicate complex information clearly and effectively
Demonstrated ability to work independently and collaboratively across teams
Attention to detail and a high degree of accuracy
Benefits
Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide!
A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
Flexible Working Hours: We support your lifestyle- the results are what count.
Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
Company
Billtrust
Billtrust develops a payment cycle management platform designed to automate every step in the invoice-to-cash process.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
$315MKey Investors
W Capital PartnersRiverwood CapitalGoldman Sachs
2022-09-28Acquired
2021-01-13Post Ipo Equity· $200M
2021-01-13IPO
Leadership Team
Grant Halloran
Chief Executive Officer
Joseph Eng
Chief Technology Officer
Recent News
Destination CRM
2026-01-16
Company data provided by crunchbase