Billing Support Specialist

Overview

A high-growth global community for executive professionals is seeking a Billing Support Specialist to manage member-facing payment recovery, billing support, and subscription management. The organization serves thousands of members worldwide and generates over $10M in annual recurring revenue. This role is critical to ensuring members receive timely support during billing issues, enhancing customer experience and business health.

Responsibilities

• Own the full payment recovery process by monitoring dunning queues, managing member outreach via CRM and communication tools, and driving payment resolution.
• Analyze payment decline codes from Stripe and Chargebee to determine appropriate recovery actions.
• Manage payment retries and card updates directly in Chargebee and Stripe, maintaining accurate payment records.
• Handle inbound billing support tickets including refunds, incorrect charges, access questions, and payment method updates.
• Process refunds and manage chargeback responses within policy, escalating to Finance when necessary.
• Track and report on saved members, failed recoveries, and recurring failure patterns to improve recovery rates.
• Collaborate with Finance and Member Support teams to identify systemic billing issues and develop documentation for tier-one billing inquiries.
• Maintain high attention to detail and strong data hygiene while operating independently in a fast-paced environment.

Requirements

• Minimum 2 years of experience in billing support, accounts receivable, payment operations, or customer support with direct billing ownership.
• Prior experience in a subscription-based business preferred.
• Hands-on experience with Chargebee and Stripe or comparable subscription billing platforms.
• Comfortable using HubSpot or similar CRM tools for outreach sequencing.
• Ability to interpret payment decline codes and determine appropriate recovery actions.
• Excellent written communication skills in English, capable of interacting warmly and clearly with executive and C-suite level members.
• Strong attention to detail and ability to escalate issues appropriately.

Compensation & Benefits

• Salary range: $1,800 - $2,500 per month.
• 100% remote work from anywhere in Latin America.

Location

• Remote position available to candidates located anywhere in Latin America.