We’re looking for an energetic, friendly, and knowledgeable Billing Representative with exceptional communication skills to provide customers with billing assistance via our email ticketing system. This role will report to the Head of Billing.

This role's shift needs are 4 PM—12 Midnight UTC (our team uses UTC for scheduling), with some flexibility. Note that the candidate needs to be currently located in the AMERS region.

What You'll Do:

Take ownership of billing issues reported by customers and see problems through to resolution.
Proactively research, troubleshoot, and identify solutions to potential customer billing issues.
Provide prompt, thorough, and accurate feedback to customers.
Follow standard procedures for proper escalation of unresolved issues to relevant internal teams.
Assist in maintaining all non-standard payment (wire and physical check) customers and ensure invoicing and renewals are properly processed.
Monitor overdue subscriptions and plan cancellations via reporting channels to ensure sites and associated services are appropriately removed from servers.
Monitor reporting channels daily to ensure subscription issues are investigated and resolved.
Spearhead billing-related investigations and projects that may arise as needed.
Calculate pro-rated amounts for additions and removals of services.

What You'll Bring to the role:

Previous experience in web hosting and/or SaaS spaces.
2-3 years of customer-facing experience.
Native-level fluency in both written and spoken English.
Excellent communication skills to understand and explain billing topics such as complex invoices, prorated charges and fees, and subscription-based and consumption-based billing practices.
Hands-on experience working on a billing team that handles subscription-based products.
Strong mathematical skills.
Ability to understand complex financial topics and situations.

Bonus points if you have:

Previous experience and familiarity with utilizing Stripe.

Billing Representative

AMER

Remote

Mid-level

Kinsta®