Customer Billing Support Specialist (Remote)

Overview

This role is a Customer Billing Support Specialist position focused on assisting customers with billing inquiries and subscription-related issues. You will serve as a primary point of contact for billing support requests through email, chat, and scheduled phone support, ensuring accurate account information and timely resolution of customer concerns.

Responsibilities

• Serve as the primary contact for basic customer billing inquiries received through email, chat, and scheduled phone support.
• Investigate and resolve customer billing issues, providing clear explanations and timely follow-up.
• Prepare and process customer refunds and credits as part of daily billing support activities.
• Issue customer invoices and assist with routine billing transactions and account changes.
• Help customers update billing information and maintain accurate customer contact and account records.
• Troubleshoot electronic payment failures and work toward resolving unsuccessful payment transactions.
• Complete customer vendor setup requirements, including providing basic company and banking information.
• Manage incoming billing support tickets, meet or exceed established ticket quotas, and resolve requests professionally and within expected timelines.
• Coordinate with the Billing Manager and Accounting Team to address billing questions and maintain accurate customer account information.
• Assist with creating and updating written or video documentation for internal billing processes and procedures, particularly processes outside the intake workflow.
• Provide additional project and administrative support as requested by management.

Requirements

• 1-3 years of experience in a customer service role.
• Working or foundational knowledge of billing concepts, particularly SaaS billing and subscription-based services.

Required Skills

• Ability to communicate clearly and professionally with customers, explain complex billing information, and resolve customer questions effectively.
• Excellent written and verbal English communication skills.
• Strong organizational skills, accuracy, and attention to detail when handling billing information, customer records, and financial transactions.
• Ability to manage multiple customer requests, prioritize assignments, meet deadlines, and adjust to changing responsibilities.
• Comfort using technology, learning new systems, and applying product knowledge and problem-solving skills to customer billing issues.
• Working skills in billing, data analysis, technology tools, and structured problem solving.
• Foundational understanding of accounting principles, business concepts, operational processes, and workflows.
• Ability to work effectively in a remote environment and coordinate with colleagues across different teams.
• Curiosity, willingness to learn, and the ability to research unfamiliar issues to identify appropriate solutions.

Preferred Qualifications

• Experience with Salesforce, Zuora, Zendesk, or similar billing and customer support ticketing systems.

Compensation & Benefits

• $55,000-$60,000 per year, plus a bonus opportunity of up to 5% of base salary.

Location & Work Schedule

• United States (Remote)
• Full-time
• Work schedule: Mountain or Pacific Time hours

Experience

• 1-3 years in customer service