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Specialist, Support

2 weeks ago

Vancouver, Canada Bench Accounting Full time

**What's Bench? Check us out in** Medium, Betakit, Financial Post, our Instagram, and our Life at Bench Blog.
We acknowledge that Bench headquarters is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh _(Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations._

Businesses need to understand their financial performance, but for many smaller ones, this means a trade-off between managing their books and running their businesses.

Our mission is to help every business owner thrive, by providing financial insight and peace of mind in one seamless platform. From creatives to chiropractors, Bench helps thousands of small business owners and entrepreneurs master their financial lives. Because understanding your finances should be three things: simple, effortless, and affordable.

We're growing fast, and we're looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it's like to work at Bench and read more about our business here
- **Letter from hiring manager**:
Dear future Benchmate,

There has never been a more exciting time to join Bench. We're aiming to make a profound difference in the lives of our customers by making entrepreneurship more accessible. We do this by delivering affordable and simple bookkeeping and tax services for small businesses in the US - where 80% of business owners either do not do any bookkeeping or struggle doing it themselves.

Finance is inseparable from the human experience. Our personal finances influence our mental and physical wellbeing, where we live, our education, our family structures, and the opportunities we do or do not have. Working at a Bench isn't about fintech; it's about making a difference in the quality of life of human beings.

The Business Operations Support team is the first line of assistance for our Sales, Client Success, and Ops teams. From across the company they bring us their problems, their frustrations, and their ideas for improvements, and we help them. As a Support Specialist, you'll get your hands dirty, digging into problems in all parts of our CRM to uncover not just what's happening, but why. You'll know more about using our CRM and its integrated tools than anyone else, and use that knowledge to empower other Benchmates to do their best work.

Thanks for taking the time to read this. I can't wait to meet you.

Sincerely,

Sean Helgason, Support Manager

**What you'll get up to**:

- Executing and streamlining data quality checks that catch issues before they're reported.
- Triaging support tickets as they're created, ensuring the highest impact work is done first.
- Problem-solving to unblock users, identify the root cause of a given problem, and address it.
- Communicating at scale to keep users up to date on any widespread issues in our CRM.
- Identifying and investigating trends in order to create recommendations for systems and process changes.
- Collaborate with the developers rebuilding our CRM so that user stories are defined, and system changes don't introduce regressions.
- Incorporating new processes and technologies into the team's ways of working.

**What you'll need**:

- **Communication**:

- You need to be able to explain technical concepts to nontechnical audiences, as well as identify when an explanation isn't being understood so you can adapt your approach.
- **Passion for puzzles** -** **Each problem is an opportunity to understand the structure of our business operations environment. Treating symptoms isn't enough, you need to look for the root cause.
- **Resilience** - Some challenges will require trying a solution, being wrong, and trying something new based on what you learned. A willingness to take risks and accept the results is a requirement for long term success.
- **Growth mindset** - At Bench, change is constant. If we're successfully making the problems of today no longer problems tomorrow, your role and responsibilities will change as well.

**It could be an even better fit if you**:

- 2 or more years of experience with Salesforce in a lightning environment and Salesforce Administrator certification.
- Familiarity with Drift, Salesloft, Stripe.
- Ability to read and write SQL.
- Experience in a SaaS company as part of a Tech Support, Sales, Client Success, or Operations team.

**What you'll get**:

- At Bench we share information freely and openly whenever possible. The salary range for this role is $48,000 - $60,000 per year, depending on experience.
- In addition, we offer an extended benefits package that includes paid vacation, unlimited paid flex days, stock options, and full health, dental, and vision.
- You'll get unlimited access to Bravely, our confidential, on-demand, 1:1 professional coaching service, and access to Inkblot Therapy, our virtual counselling service to support mental wellbeing.
- Bench has a number