Customer Operations Specialist

About Us: Airbase is the first all-in-one spend management platform that provides companies unparalleled control and visibility into every dollar spent. Finance teams deserve a solution that eliminates the tedious work involved in managing spend and allows them to focus on being strategic partners to the rest of the business. We do that by replacing the multiple systems typically used to manage spend with a single platform that handles every workflow including expense approvals and payments (physical cards, virtual cards, ACH, check), while also automating away the bulk of spend-related accounting. Learn more about why innovative companies like Gusto, Segment, Doximity, Getaround, Netlify, and more trust Airbase at www.airbase.com   Summary of the role: The Customer Operations Specialist will have the unique opportunity to work across various business and product areas to define and execute new operations processes including training ML models, define process metrics, simplify and improve workflows and work with engineering teams to automate them. This role may also involve supporting our customers by troubleshooting and resolving their issues. Experience in external (customer, partner, or vendor) communications, ability to set-up new processes from scratch, continuous improvement mindset and a keen eye for details are required.   What you’ll do: Learn and understand the Airbase product at a deeper level Execute processes/SOPs around training AI/ML models in various areas of Airbase product Review and improve the quality of Airbase’s automated data capture solutions by working closely with and providing regular feedback to the Product and Engineering teams Collaborate with the Product/Engineering teams to define and execute operations for special projects that have a direct customer & business impact Troubleshoot and ensure the resolution of any issues experienced by customers/vendors Collaborate with Product, Engineering, Professional Services, Customer Support, and Customer Success teams to ensure quick turnaround and provide quality service to Airbase customers Partner with internal teams to identify new use cases requiring operational support and defining workflows/processes for them Assist the Customer Support by supporting customer questions through email, live chat, and (occasionally) voice Gather detailed information on the question/issue raised to determine how to best provide assistance to the customer What we’re looking for: Bachelor’s degree in any business-related field, preferably computer science At least 3 years of experience as an external-facing professional, preferably in a B2B SaaS environment Confident and can effectively communicate both in oral and written English Excellent customer/partner/vendor orientation skills Highly responsive professional with passion for building processes and great attention to detail Agility and flexibility to work on new projects as per the business requirements Excellent problem solving, critical thinking, and analytical skills Effective time management skills Excellent customer service skills Knowledge and experience in the Procure-to-Pay/General Ledger business processes and in ERP/accounting systems is an advantage Knowledge and experience in payment processing, accounts payable or financial operations Quick-learning self-starter who can handle multiple tasks and is highly motivated to provide customer/partner/vendor satisfaction Note: This role requires working during the PT and ET hours to support our customers   We offer competitive cash compensation and equity. We're a remote team and are happy to work with candidates from anywhere in the world.   #LI-Remote