How to Apply:
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https://forms.gle/6jCzuQw2WhQsN3Kf8
Rate: $7.5/hr, and earn up to PHP 79,000+/month.
Schedule: US time zones (PST/EST)
Billing Support Specialist (SaaS / Stripe / Usage-Based Billing) - Work From Home
About the Role
We're looking for a highly detail-oriented Billing Support Specialist with recent, hands-on experience supporting SaaS or tech products with subscription or usage-based billing models.
This role is best suited for someone who has directly worked inside billing platforms like Stripe, handled complex billing edge cases, investigated technical issues, and collaborated closely with Engineering or Product teams. Candidates coming from purely telco or traditional BPO billing environments without modern SaaS tooling exposure may find the ramp-up challenging.
What You'll Do:
- Resolve complex billing and subscription issues across a SaaS product environment
- Support customers with refunds, credits, proration, subscription management, payment failures, and usage-based billing concerns
- Investigate technical and billing-related issues by reviewing logs, reproducing problems, and identifying root causes
- Work cross-functionally with Engineering, Product, Compliance, and Support teams to resolve escalations
- Handle sensitive billing, fraud, or account escalation cases with sound judgment and attention to detail
- Contribute to SOPs, internal documentation, knowledge bases, and process improvements
- Maintain accuracy when working with financial and customer data in a fast-paced support environment
- Manage a high volume of support tickets while maintaining strong written communication and customer experience standards
Must-Have Qualifications:
- 4+ years of recent hands-on experience in billing support, technical support, implementation, or customer operations within a SaaS, subscription-based, or tech company
- Direct experience working inside billing or payment platforms such as Stripe, not solely through internal BPO tooling
- Strong understanding of SaaS billing concepts including:
- Subscription management
- Proration
- Refunds and credits
- Payment recovery
- Usage-based or consumption-based pricing models
- Experience troubleshooting technical or billing-related issues, including reviewing logs, reproducing issues, or performing root cause analysis
- Comfortable reasoning about technical systems such as quotas, API usage, usage limits, or consumption-based models
- Proven experience collaborating cross-functionally with Engineering, Product, Compliance, or Operations teams
- Excellent written English communication skills
- High attention to detail, especially when handling financial or billing data
- Ability to work independently with minimal supervision
- Experience creating or maintaining SOPs, documentation, or internal process guides
- Strong judgment when handling sensitive customer, fraud, or escalation scenarios
- Based in the Philippines with a reliable home internet connection
Strongly Preferred Qualifications:
- Hands-on experience with Stripe or any modern billing platform.
- Experience as a Fraud Analyst at Stripe
- Experience supporting usage-based or AI-related products
- Familiarity with tools such as Jira, Intercom, Zendesk, Sentry, Kibana, Salesforce, or Looker
- Experience in high-volume ticket environments with SLA expectations
- Exposure to onboarding, implementation support, UAT, or workflow automation tools like Zapier or HubSpot
- Experience supporting technical users, developers, or API-driven products
Important Notes for Applicants
This role is highly hands-on. We are specifically looking for candidates with recent operational billing experience, not solely leadership oversight or historical billing experience from several years ago.
Candidates should be comfortable discussing:
- Real billing scenarios they personally resolved
- Direct platform/tool usage
- Technical troubleshooting approaches
- Subscription or usage-based billing models
- Cross-functional escalation examples
- Experience limited to traditional telco billing or internal-only support tooling may not be sufficient unless paired with strong SaaS exposure or modern billing platform experience.
