Billing Support Specialist

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

📋 Description

• Take full ownership of the payment recovery process by overseeing dunning queues, managing member communications through HubSpot and Slack, and facilitating payment resolutions.

• Analyze Stripe and Chargebee decline codes to identify the appropriate recovery actions at various stages.

• Oversee payment retries and card updates directly within Chargebee and Stripe, ensuring that payment records remain accurate and well-maintained.

• Address inbound billing inquiries comprehensively, including refunds, erroneous charges, access queries, and updates to payment methods.

• Execute refunds and manage chargeback responses in accordance with policy, escalating to Finance when necessary.

• Monitor and report on saved members, unsuccessful recoveries, and recurring failure trends to enhance recovery rates.

• Collaborate with Finance and Member Support to identify systemic billing challenges and create documentation for tier-one billing inquiries.

⛳️ Requirements

• A minimum of 2 years' experience in billing support, accounts receivable, payment operations, or customer support roles with direct responsibility for billing.

• Previous experience in a subscription-based business is highly desirable.

• Practical operational knowledge of Chargebee and Stripe, or similar subscription billing platforms.

• Proficient in using HubSpot or equivalent CRMs for outreach sequencing.

• Capability to interpret and respond to payment decline codes, knowing when to retry a card or request a new payment method.

• Outstanding written communication skills in English.

• Ability to engage warmly and clearly with executive and C-suite level members.

• Strong attention to detail and a keen sense for maintaining data hygiene.

• Capacity to work independently in a fast-paced environment while recognizing when to escalate issues.

🏝️ Benefits

• 100% Remote Work: Enjoy the flexibility to work from anywhere in Latin America.