--- title: 'Customer Support Specialist at Bottomline' canonical: 'https://feeny.ai/job/customer-support-specialist-bottomline-india-z98m8xwe8p48' type: 'job' last_seen: '2026-09-06' --- # Customer Support Specialist at Bottomline - **Company:** Bottomline - **Location:** India - **Posted:** 2026-08-31 - **Last confirmed live:** 2026-09-06 - **Apply:** https://job-boards.greenhouse.io/bottomlinetechnologies/jobs/8721104002 ## Job description Why Choose Bottomline? Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team! Responsibilities: This role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts. - Total accountability for a positive customer experience - Achieves and maintains proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes - Remaining available to receive calls - at desk and logged in to phone system (handles average 30-40 inbound calls, 20 emails daily) - Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool - Manage and maintain timelines for issue resolution - Has ability to develop and maintain customer relationships - Documents software defects and works with internal departments to escalate or resolve - Assists with identifying root cause of problems; manages and resolves issues in a constantly changing environment - Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships - Active participation and adherence to Bottomline’s C1 Customer Service program - Outline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position Required Technical Skills and Competencies: This role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts. - 2+ years of experience in customer support is must. - Proficient in Paymode-X product. - Customer service and communication skills including business writing. - Software and environment trouble-shooting and diagnostic skills - Solid understanding of basic computer functions and ability to teach/train users - Experience supporting software as a service - Proven ability to communicate effectively via printed material and on the telephone - Strong oral and written communications skills - Excellent organizational, problem solving and communications skills - The ability to work independently and balance multiple priorities - Team player, resourceful, flexible - Define the required business skills this role requires, including technical skills and behavioral competencies Preferred Skills: - Previous customer and/or technical support experience - Previous Salesforce experience - Define the preferred skills for the role, these are not required for the person in the role to successful, but would be helpful to have already acquired to be able to understand the full scope of the job quicker and make a quicker impact for the overall team Education & Experience: - Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study (not required but desired) We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone. ## About Bottomline ## Company Overview - **One-liner**: Bottomline helps businesses and financial institutions transform the way they pay and get paid with secure, connected payment, cash management, and fraud detection solutions. - **Entity Type**: Private (acquired by Thoma Bravo in 2022) - **Headquarters**: Portsmouth, New Hampshire, USA - **Founded**: 1989 - **Founders**: Not publicly available ## Core Business - Primary industry/industries: Business Payments, Financial Technology (FinTech), Cash Management, Payments Fraud & Compliance - Target customers: B2B – Financial institutions (banks, credit unions), mid-market to enterprise businesses (including Fortune 100 companies), and other organizations globally. - Mission or purpose statement: To transform the way businesses pay and get paid, driving impactful results for customers by reimagining business payments and delivering solutions that add to the bottom line. ## Products & Services - **Payments Hub**: A centralized platform to send payments to any bank worldwide, in any currency, ensuring governance and control. - **AP Automation**: Automates accounts payable processes from invoice to payment, enabling fast, revenue-generating Premium ACH and virtual card payments. - **Global Cash Management Hub**: Centralizes cash visibility, liquidity, FX, financing, and risk management for finance teams. - **Payments Fraud Defense**: A SaaS solution that detects and stops payment fraud and evolving threats in real-time. - **Enterprise Case Management**: Provides a single system of record for a holistic view of business risk to respond to threats faster. - **Digital Banking Platform**: A combined platform for payments, cash management, treasury management, and B2B payments network for financial institutions. - **Paymode Network**: A market-leading B2B payments network trusted by over 600,000 verified businesses for secure digital payments. - **Payments Processing**: Securely processes, reconciles, and manages data in financial transactions within and between banks. - **Sanctions Screening**: Real-time financial message sanctions screening for global compliance. - **Message Transformation & Enrichment**: An intelligent data transformation and workflow engine for meeting message standard compliance obligations. - **Payouts Automation**: Secure management of funds disbursements to suppliers, customers, and partners. - **Receivables Automation**: Streamlines the process of receiving funds into a business, supporting multiple payment methods. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (privately held by Thoma Bravo). Thoma Bravo has more than $183 billion in assets under management. - **Key Metric (Total Funding)**: Not applicable (mature company, acquired). - **Notable Investors/Partners**: Thoma Bravo (owner), Swift (Top 3 Swift Services Provider). - **Growth Signals**: Moves more than $16 trillion in payments annually; serves nearly one million financial institutions and businesses in 92 countries; trusted by Fortune 100 companies; processes 50%+ of UK Direct Debit/Credit transactions; published 2025 ESG Report. ## Competitive Advantages - **Proprietary Network Effect**: Operates Paymode, a massive B2B payments network with over 600,000 verified businesses, creating a strong barrier to entry. - **End-to-End Platform**: Provides a unique, integrated suite spanning payments, cash management, treasury, and fraud compliance, reducing complexity for customers. - **Global Scale & Reliability**: Processes over $16 trillion in payments annually, with 35+ years of experience and deep integrations with global banking infrastructure. - **Strong Financial Backing**: Backed by Thoma Bravo, a leading software private equity firm, providing resources for long-term growth and stability. - **Trusted by the Enterprise**: Serves Fortune 100 companies and has a top-3 position as a Swift services provider. ## Strategic Focus - **Product Modernization**: Continuing to enhance its SaaS platform for payments, cash management, and fraud defense. - **Fraud & Compliance Leadership**: Investing heavily in real-time fraud detection and compliance solutions to combat evolving threats. - **Network Expansion**: Growing the Paymode B2B payments network to increase utility and value for all participants. - **Digital Banking**: Deepening its digital banking platform to strengthen its role as the primary technology partner for financial institutions. - **ESG**: Committed to sustainable operations and reporting, as evidenced by the release of its 2025 ESG Report. ## Why Work Here - **Mission-Driven Work**: Employees contribute to modernizing a critical, high-volume global financial infrastructure. - **Culture & Guiding Principles**: The company has a clearly articulated culture based on four principles: "Delight Customers," "Excellent Execution," "Create and Grow Sustained Business Value," and "Work With and for Each Other." - **Employee Wellbeing** ("One Bottomline"): Prioritizes flexibility and a supportive community, with empathetic leadership that supports employees through life milestones. Employee wellbeing takes precedence above all. - **Growth & Development**: Offers opportunities to learn and work with industry leaders across Engineering, Data, Product, Marketing, Finance, Sales, and more. They look for talent at all phases of their career. - **Global Team**: Describes itself as "One Global Team," working with passionate and motivated people to solve complex challenges. - **Work Environment**: A nurturing community that encourages open communication and leadership from any level, regardless of title or seniority. - **Diversity & Inclusion**: Is an Equal Opportunity and Affirmative Action Employer and participates in the E-Verify program. - **Perks**: While specific perks are not listed on the careers page, the company highlights employee wellbeing, flexibility, and a strong, supportive culture. ## Sources 1. [bottomline.com - About Us](https://www.bottomline.com/about) 2. [bottomline.com - Careers](https://www.bottomline.com/about/careers) 3. [LinkedIn - Bottomline](https://www.linkedin.com/company/bottomline-payments) 4. [bottomline.com - Explore Open Roles](https://www.bottomline.com/about/careers/jobs) 5. [bottomline.com - US Homepage](https://www.bottomline.com/us) ## Other roles at Bottomline - [Account Manager](https://feeny.ai/job/account-manager-bottomline-portsmouth-m7gq6g7d9fgn) — Portsmouth, NH - [Project/Program Manager](https://feeny.ai/job/project-program-manager-bottomline-kosovo-y8ey93c5pq8m) — Kosovo - [Implementation Consultant](https://feeny.ai/job/implementation-consultant-bottomline-portsmouth-594g1ypzstbx) — Portsmouth, NH - [FPA Manager](https://feeny.ai/job/fpa-manager-bottomline-portsmouth-jz76d4ehmxfg) — Portsmouth, NH - [Project Manager](https://feeny.ai/job/project-manager-bottomline-theale-m81k29zcej10) — Theale, United Kingdom / Reading, United Kingdom - [Customer Success Associate](https://feeny.ai/job/customer-success-associate-bottomline-theale-p08xxvey955m) — Theale, United Kingdom / Reading, United Kingdom - [Senior AI Ops Engineer](https://feeny.ai/job/senior-ai-ops-engineer-bottomline-india-45tysbvj06cq) — India - [Channel Sales Executive](https://feeny.ai/job/channel-sales-executive-bottomline-portsmouth-nnaynj49hm8a) — Portsmouth, NH - [Product Director, Cash Management and Payment Hub](https://feeny.ai/job/product-director-cash-management-and-payment-hub-bottomline-portsmouth-8sprayn8z847) — Portsmouth, NH - [Relationship Manager](https://feeny.ai/job/relationship-manager-bottomline-portsmouth-6jntp4cdrwx3) — Portsmouth, NH