Customer Support Advocate - Remote Eligible

Ready To Be A Titan?

We accompany our customers every step of the way, from the moment they partner with us, to the end of their journey. We work hard and like to have fun along the way. If you're excited about helping small business owners in the trades, love technology, and aren't afraid of a challenge or two, our customer support team is where you belong.

As a Customer Support Advocate for our Financials pillar, you'll be the go-to expert for our customers' most critical business workflows. You will help them manage their books, streamline accounting processes, and maximize their profitability using our software. This is a unique opportunity to blend your passion for customer service with your knowledge of accounting principles to make a tangible impact. Our CSAs have the highest rate of internal transfers across the organization, making this the perfect launchpad for your career at ServiceTitan.

What You'll Do:

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions.
• Master the financial modules of ServiceTitan, including invoicing, accounts receivable, job costing, and more to provide expert guidance and creative solutions.
• Troubleshoot and resolve issues related to accounting integrations, such as with QuickBooks, Sage Intacct, and other platforms.
• Guide customers on accounting best practices within our software, including chart of accounts setup, financial reporting, and month-end closing procedures.
• Prevent escalations and de-escalate customers by leveraging support tools and in-depth testing to efficiently resolve complex financial workflow cases.

What You'll Bring (Core Qualifications):

• Bachelor's degree preferred, or equivalent experience in technical support or an accounting-related role.
• An efficient, effective, and resourceful problem-solver with strong critical thinking and troubleshooting abilities.
• Excellent people skills: must be empathetic, patient, and able to translate complex financial and technical concepts into simple terms.
• Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment.
• Strong communicator in both written and verbal form.
• Customer-centric mindset, desire to learn, and a can-do attitude.

What You'll Bring (Preferred Financial & Technical Qualifications):

• Required: A solid understanding of core accounting principles (e.g., debits/credits, accrual vs. cash basis, general ledger, P&L, balance sheets).
• Highly Preferred: Hands-on experience with accounting software like QuickBooks (Desktop or Online), Sage, or similar platforms.
• Proficiency in spreadsheet software (Google Sheets or Microsoft Excel) for data analysis and reporting.
• Strong mathematical and analytical aptitude.
• Knowledge of the home/commercial service industry is a plus.
• Comfortable with working remotely, at a desk (sitting or standing) for 6-8 hours at a time.

Be Human With Us:

Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.

What We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA, and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected hourly rate for this role for candidates residing in the United States is between $19.42 USD - $25.96 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity, and a holistic suite of benefits.