Billing Support Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address customer billing inquiries from initial response to resolution.

• Oversee billing queue tickets related to refunds, invoice queries, plan modifications, seat changes, and cancellations.

• Diagnose technical billing issues concerning seat assignments, workspace access, and plan statuses.

• Manage follow-ups on past-due invoices and payment failures.

• Act as a backup for the Billing Team Lead.

• Utilize AI tools to summarize ticket histories, draft responses, and verify tasks while ensuring accuracy and confidentiality.

• Handle intricate cases such as invoice disputes, proration inquiries, credits, and billing setups for sales-led contracts.

• Reconcile data across Stripe, Salesforce, and product systems, identifying discrepancies.

• Develop and update billing macros, help-center documentation, and internal processes.

• Assist in testing and implementing billing automation, including AI-assisted ticket management.

• Maintain records for Stripe invoices, subscriptions, credits, refunds, and payments.

• Prepare, amend, and distribute invoices; process refunds, credits, and cancellations in adherence to policy.

• Identify billing trends and translate them into solutions, process improvements, or product feedback.

• Conduct ad-hoc analyses and projects to uphold accurate billing records.

• Collaborate with Customer Support, Customer Success, Sales, and Engineering across various global time zones.

⛳️ Requirements

• Minimum of 3 years of combined experience in technical customer support and billing support, including invoicing, payments, refunds, and collections; direct experience in both is essential.

• Experience in a technology or SaaS environment.

• Proficient in using Stripe and/or accounting and billing software such as QuickBooks, Xero, Chargebee, Zuora, or NetSuite.

• Strong numerical skills, including proration, percentages, discounts, and reconciliations.

• Exceptional attention to detail regarding billing information, dates, duplicate entries, and email domains.

• Familiarity with AI tools like ChatGPT, Claude, Gemini, or AI functionalities in support technologies.

• Proficient in written and spoken English.

• Residing in the Philippines with a reliable home office setup.

• Ability to work during overlapping North American business hours.

• Comfortable in a remote, fast-paced work environment.

• Preferred: experience with Intercom, Zendesk, or similar support platforms and Salesforce.

• Preferred: background in accounting, finance, or bookkeeping.

• Preferred: familiarity with subscription or usage-based billing models.

• Preferred: advanced spreadsheet skills, including lookups and pivots, or basic SQL knowledge.

🏝️ Benefits

• Remote-first environment with asynchronous-friendly workflows and a globally distributed team.

• Competitive salary package.

• Flexible vacation policy.

• Inclusive and thoughtful team culture.

• A culture focused on autonomy, quality, innovation, and momentum.