🌳 About Bonsai
Bonsai helps 500,000+ freelancers in 100+ countries start, run, and grow their businesses. The way the world works is changing: Freelancers make up 40% of the workforce today and will be 50%+ by 2030. People want flexible and independent careers. Companies want great on-demand talent. This is one of the largest shifts since the Industrial Revolution, but the tools to support it are stuck in the 20th or even 19th centuries!
That’s where Bonsai comes in. We take care of a freelancer’s admin work – contracts, proposals, invoices, payments, accounting & taxes and even banking – so they can focus on the work they love and just make money. Ask any freelancers you know… they’ll tell you this is a huge and painful time suck.
We’re profitable, growing very quickly, and are backed by some of the world’s best investors (YC, Matrix Partners, Index Ventures).
We’ve also been 90% remote since 2016 and our team is spread across 9 different countries.
About The Role
Our customers are at the center of what we do and we’re always trying to find better ways to serve them. Alongside our Head of Customer Support and Risk team, you will work closely with Product and Marketing to drive growth, engagement, and advocacy of Bonsai. As a Payment Support Specialist, you will leverage front-line support interactions to not only address customer issues but also to identify potential risks and contribute to refining our product and processes at Bonsai.
In this multifaceted role, you will engage in both proactive and reactive support, swiftly addressing customer concerns, inquiries, and complex bugs with a specialized focus on payments and risk management. You won’t always know the answers, so your resourcefulness will be your greatest asset! We answer inquiries via chat and email primarily, with the occasional video onboarding call, and interact with our customers Monday-Sunday, all over the world!
For this specific position, we are seeking an individual to cover either EST or PST hours of 9AM – 5PM, accommodating the occasional weekend work. In addition to front-line support, you will work to identify trends in customer behaviors and inquiries to help shape our product decisions. Simultaneously, you’ll have a hand in creating valuable content that allows our customers to make the most out of Bonsai as easily as possible!
About You
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