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Accounting Support Analyst, Infrastructure [Remote]

Infrastructure | Remote | Full Time

Job Description

LOCATION: Remote (Looking for at least 3 hrs overlap Working Time with PST), Full-Time


About Braintrust:

We’re creating a new marketplace business model that is owned and operated by the community and powered by a blockchain token. 

  • Founded by two serial entrepreneurs with multiple exits, Adam Jackson and Gabriel Luna-Ostaseski. 

  • We have 30+ Fortune 1,000 customers including Nestle, Porsche, Deloitte + more

  • There are 2,000 talent on our platform, and 50,000+ on our waitlist

  • We’ve raised $25M in funding from IDEO, True Ventures, Homebrew, ACME + more

  • We’ve been featured in The New York Times, Fortune, The Wall Street Journal + more


Make an Impact

  • We’re not going after a small problem or a small market. We’re creating a new economic model for how work gets done globally. 

  • We believe talent is everywhere but opportunity is not; our ambition is to spread economic opportunity more equitably around the world. 

  • At Braintrust, the work you do will help accelerate innovation for enterprises, and make a difference in the lives of freelancers.


Hop on the Rocketship 🚀

  • In 2020, we outpaced our growth projects by 300%

  • Freelancers are making $2M a month via Braintrust and will be making $10M a month by end of this year

  • Harvard Business School wrote a case study on our new business model. 


Team and Culture

  • We are a mission-driven culture composed of ambitious, creative, and hard-working people. 

  • We started and will always be a fully distributed company across 15 different countries.

  • We offer unlimited PTO and bring our team together for retreats 1-2 times a year. 

  • We offer best-in-class health care benefits and cover 75% for you, and 50% for your dependents.

  • We provide $100/ mo gym & house cleaning stipends

  • We provide a $500 annual learning & development, and a $200 technology stipend


Position Description

As our growth continues to outpace even our lofty expectations, there are many areas where we can better support our community of Clients and Talent. Our goal is to build products and processes the community can use to support themselves. Your job will be helping inform these products and processes, starting with routing and answering questions from our community. These requests are generally related to: paying bills, receiving payments, account access issues, creating invoices on the platform, and general support queries. The vision for this role is initially to contribute to a Help Center Knowledge Base, and triage our Support Ticket System so the community can find and get answers quickly. As a well-run startup, this role offers many options for learning different parts of our business and will work across Infrastructure, Operations, and Sales teams.


This is a remote position that can be done from nearly anywhere.  There will be periodic meetings in the Pacific timezone, but most of this work can be accomplished asynchronously.  There will be zero to minimal travel required.


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Responsibilities:  

  • Support the Sales team in setting up new client invoicing and payment processes.

  • Keep Knowledge Base Articles up to date, and identify where there are gaps that new articles could address.

  • Triage Support Tickets that are not automatically routed or handled by the existing payments support team.

  • Help with ad-hoc reporting requests based on Knowledge Base usage and Support Ticket throughput.

  • Engage with our Discord community when they have support and payment questions.

  • Direct community members to the appropriate support articles, and handle payment question escalations from the accounting team (driving those answers back to new support articles where necessary).

  • Document recommended improvements to make invoicing easier and more transparent for clients and talent. 

  • Monitor dispute claims and kick off the process of dispute resolution.  

  • Based on availability and interest, we may ask for additional help executing on crucial operational processes. 


Required Experience

  • Experience submitting or paying invoices or working with payments systems is a plus

  • Customer service and/or customer care experience is preferred

  • Writing clear communications of any type (announcements, blogs, status reports, etc.)

  • Interaction with project management software or ticketing systems is a plus (Asana, JIRA, etc.)


You’re a great match for this role if you have:

  • Customer Focus. You are obsessed with delivering a great customer experience 

  • Detail Orientation. You sweat the small stuff. You’re extremely organized and accountable for tracking and delivering results.  

  • Strong Communication Skills. You communicate clearly and persuasively with peers, engineers, and designers, and have excellent written communication skills.  

  • Strong Collaboration. You can work with diverse stakeholders to set expectations and report progress. 

  • Bias for Action. You move fast and make things happen. You understand business context and can make decisions on your own that keep the process moving forward.

  • A shared vision with us around the Future of Work.  We’re all humans working for a living, how would you like to be treated? Treat our community as partners; we’re all owners in the same network.



Our Core Values:


EVERYONE IS AN OWNER

The collective “we” — talent, employers, and the Braintrust team — all act like owners because we are all owners. Each of us are responsible for the success of the network and ensuring great experiences for our users. We’re entrepreneurial, not entitled. We believe in the value of hard work and we’ll do whatever it takes to ensure the success of the network. 


MOVE FAST, WITH PRECISION 

We move quickly to deliver value to our users but not at the expense of quality. We approach each project with thoughtful planning and ultimate precision. The details matter because we’re dealing with our user's money and livelihood. 


RAISE THE BAR

We’re committed to continually delivering better experiences to all of our users. We’re committed to excellence and we surround ourselves with people who share in that commitment. We elevate one another by performing at the highest level every day, taking on new challenges, and being dedicated to learning from one another and the world around us.


ULTIMATE TRANSPARENCY

We communicate with our team and users in an open and honest way especially when it’s difficult. We take responsibility for our mistakes and move quickly to fix them.


WORK WITH INTEGRITY

Our users and teammates count on us to deliver. We follow through on our commitments. People trust us because we deliver on what we promise we will do.


BE A GLOBAL CITIZEN

We believe that we have a responsibility to talent, to organizations, and to the world. We’re grateful for this opportunity and look for ways to use our resources and skills to help our fellow global citizens. We’re inclusive and treat everyone with dignity and respect.


Compensation:

  • This role will pay competitive cash compensation along with a generous ownership package.