Staff CX Service Enablement Specialist

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. We're remote-first, with office spaces in San Jose, CA and Draper, UT — and opportunities to connect in person when it counts. BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Make your impact within a rapidly growing Fintech Company Customer Experience (CX) is a group of bold, goal-oriented, fast-moving and customer-obsessed individuals who care deeply for each other’s success, growth, and development. We take fierce pride in the opportunity our CX team has to positively impact customers’ businesses and their lives. We appreciate and celebrate our past but we are constructively dissatisfied about the opportunities we have in hand and the future we need to build. We are now writing the next chapter of our customer experience journey—CX 2.0—bringing the best of our customer-obsessed frontline associates and humanized digital experiences together for an effortless, seamless experience for our customers. As a Staff CX Service Enablement Specialist on the CX Operations team, you will own the design, optimization, and governance of the service processes and workflows that power BILL’s customer experience at scale. Where the Senior-level role on this team focuses on administering tools and supporting day-to-day system operations, this Staff-level position takes a broader view—driving end-to-end process strategy, leading cross-functional improvement initiatives, and shaping the operational foundation of CX 2.0. You will partner directly with CX leadership, IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to turn operational complexity into streamlined, measurable outcomes. Responsibilities: Own the end-to-end design, documentation, and continuous improvement of service workflows across CX channels, ensuring processes scale with organizational growth and CX 2.0 priorities. Lead process improvement initiatives by mapping current-state workflows, diagnosing friction points through data analysis, and building optimized future-state processes with clear success metrics. Serve as the process design authority for CX systems and tools—including Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, and Calabrio—ensuring tool configurations align with operational workflows and agent enablement goals. Partner with IT BizTech, Insights & Analytics, Workforce Management, and Enterprise Risk Management to translate cross-functional business requirements into actionable process and enablement solutions. Develop and maintain standard operating procedures, playbooks, and decision frameworks that equip frontline agents to deliver fast, accurate, and consistent customer outcomes. Define and track KPIs that measure process effectiveness, tool adoption, and enablement impact at the individual, segment, and organizational level. Drive change management for new and updated workflows, including stakeholder alignment, communication plans, and coordination with enablement and training partners. Evaluate emerging CX technologies and AI-powered contact center tools, building business cases for adoption that advance the CX 2.0 roadmap. Mentor and guide junior Service Enablement team members, contributing to team development and knowledge sharing. We’d love to chat if you have: 7+ years of experience in service operations, process design, CX enablement, or business systems analysis within a SaaS or fintech environment. Deep experience with CRM and contact center platforms such as Salesforce Service Cloud, Five9, Amazon Connect, MaestroQA, Calabrio, or similar tools—not just as an administrator, but as someone who connects tool capability to process strategy. Demonstrated ability to lead complex, cross-functional process improvement projects from discovery through implementation and measurement. Strong analytical skills with proficiency in tools such as Tableau, Excel, and Google Sheets to diagnose operational issues, build business cases, and quantify the impact of changes. Experience creating service documentation at scale, including SOPs, workflow diagrams, business requirements documents, and agent-facing knowledge content. Excellent communication and stakeholder management skills, with a track record of influencing without authority across CX, IT, analytics, and operations teams. Experience developing and implementing processes and operating rhythms in an agile, fast-paced environment. Bachelor’s degree in business, economics, or a quantitative discipline, or equivalent experience. Basic hands-on experience using Claude or other AI assistants, along with a curiosity to continually learn and integrate new workflows. Desired Qualifications: Experience in fintech, payments, or financial services, particularly supporting SMB customers. Lean Six Sigma, BPM, or similar process improvement certification. Experience with AI-powered contact center tools and automation strategy. Background in user acceptance testing (UAT) case creation and execution for CX platform implementations. Experience building or managing enablement programs that combine process documentation with agent training and coaching. Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. #LI-Remote Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. The estimated salary ranges noted below roles in the specific geographic zones Zone 1: San Francisco Bay Area CA (includes HQ), New York City, Seattle, Los Angeles County $140,700—$176,000 USD Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts $126,700—$158,400 USD Zone 3: Utah (includes Utah office), Dallas TX, Houston TX, Florida, North Carolina, Illinois, Colorado, Arizona, Georgia, Oregon, Pennsylvania $119,700—$149,700 USD What’s in it for you? Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn’t only experienced by our customers, but by our employees as well. Here is a preview of some of the amazing benefits here at BILL: 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) HSA & FSA accounts Life Insurance, Long & Short-term disability coverage Employee Assistance Program (EAP) 11+ Observed holidays and wellness days and flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs And much more Don’t believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages. BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture. We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com. To ensure a fair evaluation, our Candidate Integrity Policy prohibits the use of unapproved external assistance, including generative AI, during live interviews or assessments. Doing so will result in a review and potential disqualification. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.