Customer Support Advocate

August 19

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ServiceTitan

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SaaS • B2B • Marketplace

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

1001 - 5000 employees

Founded 2012

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $200M Series G on 2021-06

📋 Description

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions. • Master the financial modules of ServiceTitan, including invoicing, accounts_receivable, job costing, and more to provide expert guidance and creative solutions. • Troubleshoot and resolve issues related to accounting integrations, such as with QuickBooks, Sage Intacct, and other platforms. • Guide customers on accounting best practices within our software, including chart of accounts setup, financial reporting, and month-end closing procedures. • Prevent escalations and de-escalate customers by leveraging support tools and in-depth testing to efficiently resolve complex financial workflow cases.

🎯 Requirements

• Bachelor’s degree preferred, or equivalent experience in technical support or an accounting-related role. • An efficient, effective, and resourceful problem-solver with strong critical thinking and troubleshooting abilities. • Excellent people skills: must be empathetic, patient, and able to translate complex financial and technical concepts into simple terms. • Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment. • Strong communicator in both written and verbal form. • Customer-centric mindset, desire to learn, and a can-do attitude. • A solid understanding of core accounting principles (e.g., debits/credits, accrual vs. cash basis, general ledger, P&L, balance sheets). • Hands-on experience with accounting software like QuickBooks (Desktop or Online), Sage, or similar platforms. • Proficiency in spreadsheet software (Google Sheets or Microsoft Excel) for data analysis and reporting. • Strong mathematical and analytical aptitude. • Knowledge of the home/commercial service industry is a plus. • Comfortable with working remotely, at a desk (sitting or standing) for 6-8 hours at a time.

🏖️ Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program . Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.