Billing Support Specialist

Accountabilities: In this role, you will take ownership of customer billing inquiries while collaborating with technical and business teams to improve support operations. Your main responsibilities will include: Provide timely initial responses to customer support requests covering billing questions, pre-sales inquiries, usage optimization, and payment disputes. Investigate and troubleshoot customer-specific billing issues, including failed payments, outstanding invoices, and payment extension requests. Triage incoming support cases and guide customers toward relevant documentation, previous solutions, code examples, and technical resources. Escalate complex issues to the appropriate engineering or business teams when additional expertise or intervention is required. Identify opportunities to develop, adopt, or improve internal tools that increase support efficiency and streamline workflows. Recognize recurring customer issues and share insights that can contribute to product improvements and better billing experiences. Reproduce technical issues and create test cases to support troubleshooting and improve test coverage, where applicable. Collaborate with the Billing Engineering team and other stakeholders to ensure effective communication and resolution of customer concerns. Requirements The ideal candidate is an experienced customer support professional with a strong understanding of billing processes and the ability to communicate effectively with technical customers. The following qualifications and skills are expected: At least 2 years of experience in customer support, including providing billing support to technical customers. Excellent written and verbal communication skills, with fluency in English. Ability to explain technical concepts and billing-related issues clearly to both technical and non-technical audiences. Experience working with asynchronous communication practices and globally distributed teams. Strong analytical and troubleshooting skills, with the ability to investigate issues and identify appropriate solutions. Ability to work independently, navigate ambiguity, and adapt quickly in a fast-paced environment. Strong organizational skills and the ability to manage multiple support cases while maintaining responsiveness and attention to detail. Familiarity with SQL is considered a plus. Experience reproducing technical issues, creating test cases, or improving test coverage is an additional advantage. Benefits Fully Remote Work: Work from anywhere in the world, with a WeWork membership or co-working allowance to support your preferred working environment. Equity Ownership (ESOP): Receive company equity so you can share in the organization's long-term growth and success. Technology Allowance: Access a dedicated budget to purchase equipment such as a laptop, monitor, headphones, and other tools needed to work effectively. Health Benefits: Comprehensive health insurance coverage, with 100% of employee premiums and 80% of dependent premiums covered, regardless of location. Annual Team Off-Sites: Participate in yearly company-wide gatherings in a different city, offering opportunities for collaboration, connection, and team building. Flexible Working Arrangements: Benefit from an asynchronous work culture that gives you autonomy over your schedule and daily priorities. Professional Development: Receive an annual education allowance to invest in courses, books, conferences, and other learning opportunities.