Intellistack - Customer Billing Support Specialist
Requirements
• You’re an exceptional communicator who can gracefully break down, solve, and explain complex problems in a way customers can understand. • You’re curious and eager to learn. You might not know all the answers, but you’re willing to find them. • You’re comfortable with technology, adapt easily to change, and can switch gears quickly to adjust your priorities and focus. • You’re well organized, accurate, and attentive to detail, with an interest in numbers, billing, and helping customers. • 1–3 years of experience in a customer service role. • Working or foundational knowledge of billing concepts, particularly SaaS billing and subscriptions. • Excellent written and verbal communication skills in English, with the ability to explain complex information clearly and concisely. • Strong organization, accuracy, and attention to detail. • The ability to multitask, manage multiple deadlines, prioritize assignments, and adjust to changing needs. • The ability to work effectively within a remote team and collaborate across teams. • Working skills in billing, technology, product knowledge, data analysis, using tools and technology, and problem solving. • Foundational awareness of accounting, business concepts, processes and operational workflows, and cross-team collaboration. • Experience with Salesforce, Zuora, ZenDesk or other billing and ticketing systems.
Responsibilities
• You’ll support our customers on the front lines by handling basic billing inquiries and daily billing tasks with care, accuracy, and timely follow-through. Working under the direction of the Billing Manager and closely with the Accounting Team, you’ll help customers resolve billing issues, keep account information accurate, and support internal documentation and projects as requested. • How You’ll Succeed: • Serve as the primary point of contact for incoming basic billing support requests via email, chat, and/or scheduled phone support. • Perform daily billing tasks, including preparing refunds and credits, issuing invoices, processing customer account changes, responding to billing inquiries, and helping customers update billing information. • Ensure customer contact information on file is accurate and up to date. • Troubleshoot electronic payment failures and work to resolve them. • Complete customer vendor setup requirements, including providing basic company and banking information. • Meet or exceed established customer inbound ticket quotas while managing and resolving requests in a timely and professional manner. • Assist with maintaining written and/or video documentation for internal billing processes and procedures, as requested by management, with a focus on non-Intake processes. • Provide project support as requested by management.
Benefits
• $55,000–$60,000 (USD) per year + bonus up to 5% of base salary • This is a remote position that will be working Mountain or Pacific Hours.
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