Customer Support Associate

Debtbook; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401(k) with match

Unlimited PTO

Tuition reimbursement

Professional development

Job summary

DebtBook is seeking a Customer Support Associate to respond to client inquiries via live chat and email, troubleshoot issues, and become a product expert. You will provide client training and work with internal teams to ensure data accuracy and timely resolution of product issues.

The role involves post-implementation client engagement, creation of self-service materials, and supporting a fast-moving startup environment in Charlotte, NC.

Qualifications

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• We seek team members who are passionate about impactful work.
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Responsibilities

• Respond to client inquiries via live chat and email.
• Troubleshoot and resolve customer issues.
• Become a DebtBook product expert.
• Provide client training and ongoing product education as needed.
• Collaborate with the data team to ensure data updates are correct.
• Coordinate with product and development teams to resolve issues promptly.
• Create FAQs, user guides, and self-service articles.
• Engage with clients post-implementation to drive success.

Skills

Customer service

Excel proficiency

Data manipulation in Excel

Analytical thinking

Written communication

Independence

Education

Bachelor’s Degree in Accounting or Finance

Tools

Excel

Job description

DebtBook is the financial platform powering treasury and capital markets across the public sector. State and local governments, public universities, health systems, and the bankers and advisors who serve them run trillions of dollars in debt, cash, and investments on DebtBook.

We've built the most sophisticated treasury platform in public finance — sitting at the intersection of treasury management and a $4 trillion fixed income market that's been waiting for modern infrastructure.

WHAT YOU’LL DO:

As a Customer Support Associate, you will:

• Respond to client inquiries via live chat and email
• Troubleshoot and provide resolution to customer challenges
• Become a DebtBook product expert
• Provide client training and ongoing product education as needed
• Work with the internal data team to ensure data updates are made correctly
• Work with the internal product and development teams to ensure the timely resolution of any product issues
• Create or facilitate the production of support materials like FAQs, user guides, and user support articles to empower self-service
• Engage with clients, post-implementation, to understand their experience and drive success

WHAT YOU'LL BRING:

• We are looking for team members who are passionate about putting their energy, insight, and analytical prowess into work that matters
• Experience in a people-focused, customer service role, software product support experience strongly preferred
• Proficient in all Microsoft Excel, including formulas and functions
• Proficiency in data manipulation and analysis in Excel is required
• Experience with accounting and/or bond math is preferred
• Excellent analytical, problem-solving, and decision-making skills
• BONUS experience with municipal debt or lease accounting is highly valued
• Exceptional written communication skills
• Empathetic, positive attitude with a commitment to our client’s success
• Highly organized with a high level of accuracy and attention to detail is required
• A strong sense of service and a passion for technology
• Comfort in a fast moving startup environment
• Must be able to operate independently and effectively through periods of uncertainty, ambiguity and change
• Demonstrated ability to relate well to individuals and groups with widely varying backgrounds, perspectives, education and skills is required
• Bachelor’s Degree in Accounting or Finance preferred

GROW Continuously

• We believe in continuous improvement, never accepting the status quo as good enough, and iterating to move quickly without compromising on quality.
• We are energized by the fast-paced rate of change that growth demands and see new challenges as opportunities for resilience and personal development.
• We are driven by curiosity to think creatively, innovate, and experiment, and we humbly incorporate lessons learned from success and failure along the journey.

OWN Your Outcomes

• We hold ourselves accountable for exceptional effort, execution, reliability, professionalism, and results that add tremendous value for customers.
• We are all individual contributors, responsible for delivering value to our customers, team, and company with every action we take.
• As managers, we lead by example in both what we do and how we do it, and stay personally familiar with the work as we coach our teams.
• We follow through on our decisions and commitments with action.

ABOVE & Beyond

• We create moments of magic, surprising and delighting our customers at every touchpoint.
• We run towards problems and enthusiastically jump in to help colleagues however we can be valuable.
• We take pride in proactively doing the extra little things that set us apart, even when no one is watching.

TEAM Over Ego

• There is no task needed at DebtBook that is beneath any of us.
• We work hard to be the teammate others want on their team.
• We have the courage to have hard conversations and the grace to receive honest feedback in pursuit of excellence.

WHY DEBTBOOK:

DebtBook is a fast-growing company where we dream big, move fast, make an impact, and bring joy to everything we do. Our core values drive our success as an organization, and we are looking for talented teammates who share our passion for challenging the status quo, innovating in all we do, and wanting to make a difference.

When it comes to benefits and perks, we are committed to supporting our employees’ well-being to make their lives better, both in and out of the office. We offer:

• Competitive salaries plus equity (stock options) for all employees;
• Comprehensive health, dental, and vision insurance, 401(k) with 4% employer match;
• Generous leave policies (including unlimited PTO);
• Professional development opportunities and tuition reimbursement;
• Family and wellness perks;
• In-person social events;
• Top-of-the-line equipment, and a newly furnished office.

DebtBook is an Equal Opportunity Employer. We value diversity and prohibit discrimination and unlawful harassment in the workplace. All applicants will receive consideration for employment based upon their qualifications without regard to race, religion, color, national origin, ethnicity, gender, gender identity or expression, pregnancy, sexual orientation, age, marital status, genetic information, political affiliation, National Guard or veteran status, disability, or any other protected status under federal, state, or local law. We welcome and encourage applicants with disabilities to contact our team for assistance during the application and hiring process. We are committed to expanding accessibility and making reasonable accommodations in accordance with applicable law.