Job Description

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 Musqueam, Squamish, and 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.

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. 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 in order to catch problems before clients are impacted.
• Triaging support tickets as they're created, ensuring the highest impact work is done first.
• Problem solving to unblock users. Identifying the root cause of a given problem, and creating a plan to address it.
• Communicating at scale to keep users up to date on any widespread issues in our CRM.
• Investigating trends in order to create recommendations for system and process improvements.
• Collaborate with the Business Systems team to define user stories and ensure 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 have:

• 2 or more years of experience with Salesforce in a lightning environment and Salesforce Administrator certification.
• Experience with Drift, Salesloft, Stripe, or Zapier.
• SQL and Gsheets skill.
• 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 of Affinity Groups - groups of people who have shared identities and experiences! The purpose of these groups is to support underrepresented Benchmates and amplify their voices.
• Bench is now a fully remote organization and will provide a Home Office Setup Fund, to ensure that you have everything you need to work comfortably from home, from day one.
• We will be providing alternative solutions to bring teams together for collaboration and connection.
• We currently focus our hiring efforts in the following provinces: British Columbia, Alberta, Ontario, New Brunswick, and Nova Scotia.
• You will also have the opportunity to work internationally for up to 90 days per calendar year.

Everyone has their own unique talents. Even if you don't meet 100% of the qualifications outlined above, tell us why you'd be a great fit for this role in your application.