Customer Support & Billing Operations Specialist

Role overview

Serve as the primary point of contact for clients dealing with billing and account issues, where speed and judgment directly shape whether a frustrated customer stays or leaves. This is a high-volume, fast-paced support role combining frontline ticket triage with hands-on billing operations across email, chat, and ticketing tools. The position suits someone who treats every message as urgent and prefers resolving issues over routing them.

Responsibilities

- Monitor and respond to inbound requests across email, Slack, Discord, and a ticketing system, aiming for first replies within roughly two hours during business hours - Manage 50 to 80 tickets daily, triaging by urgency rather than arrival order, and maintaining an "inbox zero" standard each business day - Process billing actions including refunds, failed payments, invoice questions, subscription upgrades, downgrades, and account changes within defined authority limits - Diagnose problems precisely, attempt resolution, and escalate only with a complete summary of the issue and steps already tried - Document every interaction in the ticketing system with notes clear enough for a colleague to resume the case in under a minute - Identify recurring billing or product issues, report them weekly, and partner with customer success and coaching teams on accounts needing deeper intervention

Requirements

- One to three years of experience in customer support, billing support, or help desk environments - At least one year of hands-on billing work covering refunds, failed payments, and subscription changes - Working experience with a ticketing platform such as ClickUp, collaboration tools like Slack, and a billing system such as Stripe or an equivalent - Strong written and spoken English with the ability to stay concise, professional, and calm under pressure - Proven skill in asking precise clarifying questions and de-escalating frustrated or upset customers - Highly organized, capable of tracking thirty or more open threads simultaneously without dropping any - Availability Monday through Friday, 9 AM to 5 PM Eastern Time, with flexibility for launches, billing cycles, or platform incidents

Nice to have

- Genuine curiosity to learn the product suite in depth so questions are answered rather than forwarded - Comfort making judgment calls on edge-case cancellations rather than defaulting to policy scripts - Comfortable working cross-functionally with success and coaching teams on accounts that need more than a transactional fix