Customer Care Specialist

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.  

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving! 

Customer Care Specialist
We are pleased to extend this offer of employment for the position of Customer Care Specialist at Quilt Software. This role sits at the heart of our customer experience and serves as the primary point of contact for our merchant base.
Role Overview
As a Customer Care Specialist, you will be responsible for managing our inbound customer support line and delivering timely, professional assistance across a broad range of account needs. You will serve as a trusted resource for customers navigating billing questions, account configuration, and product add-ons, while connecting them efficiently with the right internal teams when escalation or specialized support is warranted.
A significant component of this role involves ownership of the administrative side of customer accounts. This includes managing account status, supporting collections efforts for past-due accounts, and, when necessary, executing account suspensions in accordance with company policy. You will be expected to approach these situations with professionalism and empathy while maintaining firm adherence to established procedures.
Key Responsibilities

• Handle inbound customer inquiries via phone, addressing billing questions, add-on requests, and general account questions with accuracy and care
• Maintain accountability for the administrative health of customer accounts, including coordinating on past-due balances and processing account actions as required
• Serve as an informed guide for customers, directing them to the appropriate internal resources and ensuring their experience is seamless from first contact

What We're Looking For

• Calm under pressure with the ability to handle sensitive account situations professionally and with empathy
• Clear, confident communicator who can navigate both service-oriented and administrative conversations effectively
• Organized and detail-oriented, with comfort managing account-level information and administrative responsibilities
• Takes genuine ownership of customer outcomes and follows through with accuracy and care
• Able to balance competing priorities across support and administrative duties with equal competence

We believe this role is an important foundation within our Customer Care organization, and we are excited about the value you will bring to our team and our merchants.

What We Offer

• Opportunity to build software that powers real-world commerce at scale.
• Competitive salary and equity package.
• Comprehensive benefits (health, dental, vision, 401k, etc.).
• Flexible work environment.
• Strong emphasis on engineering quality and career growth.

Location: Onsite, Provo, Utah
Salary: $19-21 per hour + variable comp

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by a Quilt Software employee with an @quiltsoftware.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers, or banking information. If you believe a scammer is contacting you, please mark the communication as "phishing" or “spam” and do not respond.