Customer Billing Support Specialist

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

📋 Description

• Act as the main point of contact for incoming basic billing support inquiries through email, chat, and/or scheduled phone assistance.

• Execute daily billing responsibilities, which include preparing refunds and credits, issuing invoices, processing changes to customer accounts, addressing billing questions, and assisting customers in updating their billing details.

• Ensure that customer contact information is accurate and current.

• Diagnose electronic payment failures and work towards their resolution.

• Fulfill customer vendor setup requirements by providing essential company and banking information.

• Achieve or surpass established inbound ticket quotas from customers while managing and addressing requests promptly and professionally.

• Aid in the maintenance of written and/or video documentation for internal billing processes and procedures, with an emphasis on non-Intake processes.

• Provide project assistance as requested by management.

• Operate under the guidance of the Billing Manager and collaborate closely with the Accounting Team.

⛳️ Requirements

• 1–3 years of experience in a customer service capacity.

• Basic or working knowledge of billing concepts, especially related to SaaS billing and subscriptions.

• Exceptional written and verbal communication abilities in English.

• Capability to convey complex information in a clear and concise manner.

• Strong organizational skills, accuracy, and attention to detail.

• Proficiency in multitasking, managing various deadlines, prioritizing tasks, and adapting to changing needs.

• Ability to work effectively within a remote team and collaborate across different teams.

• Competence in billing, technology, product knowledge, data analysis, tools and technology, and problem-solving.

• Basic understanding of accounting, business concepts, processes, operational workflows, and cross-team collaboration.

• Willingness to work during Mountain or Pacific Timezone hours.

• Experience with Salesforce, Zuora, ZenDesk, or other billing and ticketing systems is a plus.

🏝️ Benefits

• Bonus of up to 5% of base salary.

• Opportunity for remote work.

• Commitment to equal opportunity and diversity in hiring practices.