Customer Billing Support Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-time

Experience: 1–3 years in customer service

Core Areas: Customer Billing Support, SaaS Billing, Subscription Management, Invoicing, Refunds and Credits, Payment Troubleshooting, Customer Account Management, Billing Ticket Resolution

Compensation: $55,000–$60,000 per year, plus a bonus opportunity of up to 5% of base salary

Work Schedule: Mountain or Pacific Time hours

About the Role

This Customer Billing Support Specialist position focuses on assisting customers with billing inquiries, subscription-related issues, invoice processing, refunds, credits, and payment troubleshooting. The role serves as a primary point of contact for incoming billing support requests through email, chat, and scheduled phone support, ensuring accurate account information and timely resolution of customer concerns.

Working under the direction of a Billing Manager and in coordination with the Accounting Team, the specialist handles daily billing operations, customer account updates, and support tickets. The position requires foundational knowledge of SaaS billing and subscriptions, strong customer service skills, attention to financial accuracy, and the ability to use technology and billing systems to resolve issues efficiently.

What You'll Do

• 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.

Qualifications

Required Experience

• 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.