Customer Support Representative

About the Position

The Customer Support Representative (CSR) is the primary point-of-contact for our users and their clients. The CSR is responsible for answering product and billing-related questions, tracking feature requests and following up with users once they’re released, and investigating and reporting bugs.

What You’ll Be Doing

• Maintain a deep understanding of the AdvicePay application
• Swiftly reply to customer emails with well-written, generous, authentic responses via our help desk software (Help Scout)
• Investigate and resolve both basic and complex support issues in a simple, straightforward way
• Troubleshoot and clearly report bugs to AdvicePay’s developers following established protocols
• Track customer feature requests
• Record brief tutorial videos to respond to customer emails when helpful
• Summarize support questions, complaints, compliments, and metrics for the Customer Success team, as needed
• Document troubleshooting steps and work processes
• Other department or company-related projects and tasks as assigned

Measurables for this Position

• Average first reply time is under 30 minutes
• Replies to resolve is under or equal to 2.2
• Handling time of a ticket in under 8.5 minutes

The Deets

• Start Date: October 2026
• Status: Non Exempt, Part-time (25 hours/week)
• Location: Bozeman, MT
• Department: Customer Success
• Reports to: Customer Support Manager

Compensation & Benefits

• Salary: $21.84/hour (please note that this wage is inclusive of all expected compensation. As with all roles at AdvicePay, we do not have a commission or bonus structure)
• Accrued paid time off to use as you need it!
• 11 paid holidays when the office is closed
• 401(k) with match - you put in 6% and we put in 4.5%
• 12 weeks of paid parental leave for the birth or adoption of a child
• Health benefits package provided of up to $275/month for an individual, $630/month for families
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
• Up to $1800/year to cover the cost of working with a financial planner, plus up to $500 toward the one-time upfront fee
• $125/quarter to spend on yourself specific to our core value of “Be Well Being You”
• $500 donated to a non-profit organization of your choice when you volunteer 40 hours/year
• $1,000/year in Professional Development funds
• Subsidized employer-sponsored childcare through our partner daycare program for Bozeman area Team Members
• Pet insurance
• Company-owned laptop provided

Please see our Team Member Handbook to learn more about the benefits and perks we offer!

What You’ll Bring to the Table (If you think, “I only meet 80% of these qualifications”, still apply!)

• 2 years of experience working with customers, either face-to-face or online (in any industry or capacity)
• Able to communicate with positivity and precision via the written word: you can write instructions in a simple and clear way, “speak” with warmth and humility, and typos are minimal
• Efficient in reading, analyzing, and problem-solving -- so that customer issues are understood, diagnosed, and answered correctly the first time
• Patience and empathy
• Skilled in anticipating possible next questions that people have, so that our hard-working customers can get on with their day instead of spending time writing us follow-up emails
• A love of detailed work that requires both accuracy and consistency. You’re the master of ensuring nothing falls through the cracks!
• Experience going “above and beyond” and thinking one step ahead in order to thrill customers both in small and mighty ways
• Ease with technology (learning new apps is a welcome challenge, and you are confident in your ability to troubleshoot and analyze in a systematic way when using tech!)
• The ability to prioritize work, follow through on requests, take initiative, work both independently and collaboratively, and consistently meet deadlines
• Willingness and excitement around independent learning.
• A dependable, harmonious work ethic.
• High sense of personal responsibility and integrity (required)
• Communication skills with the ability to convey information professionally with kindness, clarity, and accuracy whether through written or verbal means
• An understanding of and strong alignment with our core values (required)
• Legally authorized to live and work in the United States (required) (AdvicePay participates in E-Verify to confirm the identity and employment eligibility of all new hires.)

What Will Make You Stand Out From the Crowd

• Experience with Stripe payments
• Fintech background
• Issue tracking tool exposure such as Jira

Application

• In lieu of a cover letter, please respond to the following prompt in 2–3 paragraphs:

Using a specific example from a job listed on your resume (please be sure to tell us which one), tell us about a time when your first response didn't fully answer a customer's question or solve their problem.

What did the customer originally ask? How did you figure out what they actually needed? Walk us through what you changed in your next response or approach, and how you made sure they had what they needed to move forward without another clarifying question.

• Resume (to be uploaded)

Note on AI use: While AI is a useful tool for refining your work, please ensure this response is primarily in your own words and reflects specifics from your own experience. We're interested in seeing your unique communication style and personality shine through.

Applications will be reviewed as they are received. Please note that we review every application individually, and because our team is small, we’ll be closing this posting once we’ve received a manageable number of applicants (around 50 - 75). If you’re interested in this role, we encourage you to apply sooner rather than later - we don’t want you to miss the window!

AdvicePay believes that our Team Members, and the individual identities and experiences of our Team Members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our Team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. AP is beyond proud to be an equal opportunity employer.