Job Summary

We’re looking for a Billing Customer Support Specialist to help us on the front-lines. The Billing Customer Support Specialist will contribute to team and company goals by providing human-centric and timely billing support to our customers with a strong emphasis on providing an excellent experience to our customers. You will work under the direction of the Controller and will work closely with the Accounting and Billing Team.

Responsibilities

Be the primary point-person for incoming billing support requests via email, chat, and/or scheduled phone support

Perform daily billing tasks including preparation of refunds/credits, issuing invoices, processing of customer account changes, responding to customer billing inquiries, and assisting customers in updating billing information.

Communicate complexities in a clear, concise way that is easy for customers to understand

Work in a fast-paced environment and meet or exceed our set customer inbound ticket quotas

Assist in monitoring of past due customer accounts

Maintain written and/or video process documentation

Think of new and creative ways to solve customer issues

Ad hoc analysis and project support as requested by management

Requirements

Must be fluent in written and spoken English

1-3 years experience in a customer service role focused on billing

Working knowledge of billing concepts, particularly SaaS billing

Excellent written and verbal communication skills (English required)

Well organized with a high degree of accuracy and attention to detail

The ability to effectively multi-task, manage multiple deadlines and prioritize assignments

The ability to manage and resolve customer support requests in a timely and professional manner

The ability to work well within a remote team environment