How to Apply:
Copy and Paste the Link below in the browser to generate the application form:
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 (Work from Home)
About the Role
We're looking for experienced customer-facing technical Billing Support Specialists to join our growing Billing Support team. The role involves handling billing, payments, subscriptions, and usage-based pricing inquiries for our AI-powered coding tool. The position requires a high level of technical understanding to explain complex billing logic and usage-based pricing to customers.
Responsibilities:
- Resolve customer-facing billing and account support tickets including subscription, payment, refunds, and usage-related customer issues.
- Explain usage-based pricing and billing logic to users.
- Investigate and reproduce billing-related bugs by reviewing account history, usage data, and system logs, and document findings for Engineering.
- Identify and handle fraud- or legal-related inquiries.
- Collaborate with Engineering and Product teams on edge cases.
- Maintain billing FAQs, internal SOPs, and technical documentation
- Identify patterns in billing/system issues and recommend improvements to tooling or policies.
Required Qualifications:
- 1+ years of recent experience with usage-based or subscription billing in a customer-facing role, preferably with a SaaS or AI company.
- In-depth, hands-on experience with Stripe or a similar modern billing platform, with full access to and ownership of billing workflows rather than limited BPO or restricted-access tools.
- Experience owning billing tickets as an individual contributor from investigation through resolution, rather than primarily escalating billing issues to an SME or specialized team.
- Experience handling billing cases, including refunds, credits, subscription management, proration, payment recovery, or usage-based pricing models.
- Comfortable reasoning about technical or usage-based systems (e.g., quotas, limits, API usage, and consumption-based models).
- Experience working in a high-volume, ticket-based support environment with SLAs.
- Track record of cross-functional collaboration with Engineering, Product, or Compliance teams.
- Strong written English skills and high attention to detail when handling financial data.
- Ability to work independently with minimal supervision.
- Experience creating or contributing to SOPs, knowledge bases, or internal process guides.
- Strong judgment when handling sensitive data, fraud, or legal escalations.
- Based in the Philippines with a stable home internet connection.
Nice to Have Qualifications:
- Experience investigating and troubleshooting technical issues, including reviewing logs, reproducing bugs, and conducting root cause analysis.
- Experience supporting technical users, developers, or API-driven products.
- Strong interest in AI and emerging technologies, with a willingness to learn and stay current with AI-powered products and tools.
Important Note:
- We're open to candidates with stronger technical support backgrounds and lighter billing experience, provided their billing experience is recent. Success in this role requires a strong combination of recent, hands-on billing experience, direct experience navigating billing platforms (especially Stripe or similar), ownership of billing cases from investigation through resolution, and strong troubleshooting skills.
