Billing Support Associate
About the role
We’re one of the fastest-growing AI startups in the U.S., and we’re hiring a Billing Support Associate to help us take great care of our customers. You’ll work with our Billing Support Team Lead to answer questions about subscriptions, invoices, and payments via email. We’ll count on you to respond quickly, accurately, and kindly, while helping us improve how we work.
This is a full-time, remote role (40+ hours). We offer competitive pay and incredible growth opportunities for those excited to help build a generation-defining company at the forefront of AI.
About you
If you have experience with accounting, billing, and payments, and you’re great at solving problems, you’ll thrive here. You’ll dig into transaction details, reconcile numbers, and write clear, empathetic responses to customers. We value people who can handle tickets hands-on while also spotting ways to improve processes and prevent future issues.
Responsibilities
- Support a globally distributed billing support function, ensuring SLA and quality targets are consistently met.
- Oversee ticket triage and response in Intercom, resolving customer inquiries on charges, payments, refunds, and tax issues using Stripe and internal tools.
- Maintain accurate documentation to support reporting, insights, and process automation.
- Identify recurring issues, escalate product-related bugs, and collaborate cross-functionally to improve billing workflows.
- 3+ years in billing, technical, or high-touch customer support (preferably with U.S. clients or startups).
- Proven ability to deliver high CSAT, SLA, and QA results in fast-paced environments.
- Proficiency with Stripe, Intercom, Google Sheets, and modern support tools.
- Strong written English communication skills and comfort with ambiguity.
- Bachelor’s degree or higher (academic honors preferred).
Preferred Requirements
- Previous experience working with U.S. SaaS startups
- Familiarity with subscription billing, software payments, and/or accounting support
- Accounting, billing or finance background (CPA, bookkeeping, or accounting degree).
- Work From Home
- Training & Development
Average salary estimate
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