Director of Customer Advocacy - Remote

Overview

As the Director of Customer Advocacy at BILL, you will own the end-to-end customer feedback journey, championing the voice of the customer (VoC) and transforming feedback into actionable insights that will contribute to enhancing our products, services, and customer experiences.

In Short

• Lead a robust VoC program to capture customer feedback.
• Synthesize customer feedback into actionable insights.
• Define and execute a customer advocacy strategy.
• Build and mentor a high-performing team.
• Act as the customer’s advocate in cross-functional meetings.
• Leverage customer support data to identify trends.
• Oversee escalations with a focus on resolution.
• Lead efforts to streamline workflows and implement new technologies.

Requirements

• 8+ years of customer service or customer experience experience.
• 4+ years of team management experience.
• Proven ability to turn customer insights into business decisions.
• Experience in high-growth, customer-centric organizations.
• Strong understanding of customer support metrics.
• Expertise in operational planning and cross-functional coordination.
• Proficient in CRM/CSM platforms and data visualization tools.
• Bachelor’s degree required.

Benefits

• 100% paid employee health, dental, and vision plans.
• HSA & FSA accounts.
• Life Insurance and disability coverage.
• Flexible time off and wellness days.
• Employee Stock Purchase Program.
• Wellness & Fitness initiatives.
• Employee recognition and referral programs.
• And much more.