Role Description Customer Experience Operations at BILL handles 60K+ customer contacts per month across chat, phone, and email. We support SMB, mid-market, and enterprise customers with a mix of internal and BPO teams across four countries. We're standing up a new team inside CXO focused on building agentic AI systems that automate manual work, catch things before they fall through cracks, and give leaders visibility into their operations. The work isn't new. We've been building AI tools and delivering value ad hoc, but now it's our mandate. This is a founding team. You'd be shaping the architecture, the workflows, and the culture from the ground up. There's existing work to build on, but no inherited playbook to follow. You'll work directly with CARE leaders, QA, Advocacy, and WFM to identify what to automate and validate that it's working. In this role, you will: - Automate repetitive operational workflows: CES reporting, QA transcript analysis, knowledge article maintenance, SOP-driven case workflows. - Deploy standardized automations across Slack and Salesforce at scale. - Flag stalled handoffs, aged cases, SLA breach risks, and duplicate cases before they become problems. - Review DevRev/Cresta transcripts to ensure bots are behaving as expected. - Give leaders self-serve access to data and insights. - Deliver automated weekly/monthly business intelligence on cadence (site health, volume, SLA, CES). - Detect escalation patterns and repeat contacts that nobody is connecting the dots on. - Build memory architecture: bots that look at staffing, feedback, transcripts, and agent work together at scale. - Know what happened last week and what's coming next. You will also: - Connect and deploy orchestration layers (MCP, custom connectors) to automate CX business workflows and productize internal tools. - Measure operational reliability and system accuracy to ensure business metrics are being achieved: contacts deflected, cost avoided, hours saved. - Design escalation patterns so the system knows when to surface to a human. - Partner with the data team on structured data layers that keep AI outputs trustworthy. - Productize what works so it scales across the org. Qualifications - Experience with Salesforce integrations or CX/support tooling (DevRev, Cresta, knowledge management systems). - Data modeling or analytics background (dbt, Redshift, Trino). - Experience building tools for non-technical end users. Requirements - Visa Sponsorship: This position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. Benefits - 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP). - HSA & FSA accounts. - Life Insurance, Long & Short-term disability coverage. - Employee Assistance Program (EAP). - 11+ Observed holidays and wellness days and flexible time off. - Employee Stock Purchase Program with employee discounts. - Wellness & Fitness initiatives. - Employee recognition and referral programs. - And much more.

• Lead-Generierung & Cold Calling: Du recherchierst geeignete Unternehmen und sprichst sie aktiv telefonisch an. • Cold Mailing: Du findest KI-gestützt den richtigen Aufhänger für einen Outreach und formulierst persönliche Mails an passende Ansprechpartner. • Bedarfsanalyse: Du findest in Gesprächen mit potenziellen Partnern heraus, welche Herausforderungen die Unternehmen haben, und erklärst kurz und klar, wie unsere Plattform helfen kann. • Terminvereinbarung: Du qualifizierst Interessenten und vereinbarst Termine für unser Sales-Team – deine Leads sind der erste Schritt zu neuen Kunden. • Sales-Prozesse unterstützen: Du arbeitest eng mit Marketing und Sales zusammen, bringst Ideen für Kampagnen ein und hilfst, unsere Ansprache stetig zu verbessern.

• Conduct custom analysis of POS and retail sales data for manufacturer clients, delivering insights that support strategic decisions around pricing, assortment, and market share • Partner directly with clients to scope analytical requests—ask sharp questions, define the right approach, and manage expectations throughout the project lifecycle • Translate client business problems into research frameworks and produce polished, executive-ready deliverables including deep-dive reports and PowerPoint presentations for merchant meetings, QBRs, and product line reviews • Write and refine SQL queries and Python scripts against our ClickHouse data warehouse to extract, transform, and analyze large-scale retail datasets • Help design the frameworks, templates, and operational processes the research team will use as we scale • Partner cross-functionally with marketing to provide data-backed insights for content creation and thought leadership • Serve as a primary power user of Bolt—testing its capabilities against real client needs and pushing it to automate an increasing share of recurring analytical workflows • Provide structured, actionable feedback to the Bolt development team based on day-to-day client work, helping prioritize features and surface gaps in platform coverage • Apply your analytical expertise to develop reusable patterns, templates, and evaluation cases that improve Bolt's accuracy and coverage • Help evaluate Bolt's analytical outputs for accuracy and relevance, contributing to quality benchmarks grounded in real-world use cases

• Design and maintain Power BI dashboards (DAX, modelling, reporting) • Build a unified daily business snapshot integrating Microsoft 365, Xero, ProjectManager, and Hubspot (CRM) data • Develop scalable reporting frameworks for performance, financials, and operations • Design and implement AI-driven workflows and automation systems • Build API-based integrations across business platforms • Identify and remove manual processes through automation utilising existing available tools including Microsoft Suite • Develop systems that generate daily intelligence on: - Energy markets and pricing - Regulatory and policy updates - Financial and macroeconomic indicators - Grants, funding, and industry activity • Deliver structured automated summaries for decision-making • Support executive workflows including action tracking, meeting preparation, and documentation automation • Build systems enabling effective business management across desktop and mobile • Project task management support through online ProjectManager application • Establish short AI generated imagery and videos for client proposals utilising company branding guidelines • Optimise Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Excel, Copilot) • Improve document structure, workflow efficiency, and accessibility across devices • Support LinkedIn as a business intelligence and insight channel • Extract and summarise industry activity, trends, and opportunities • Support posting of pre-prepared content where required • Provide remote IT and systems troubleshooting support • Coordinate external technical support where required • Support development of lightweight internal tools and automation prototypes