Billing Support Specialist

Billing Support Specialist based in Italy.

As a Billing Support Specialist, you will play an essential role in delivering a seamless billing experience for customers across international markets.

You will manage a wide range of billing-related inquiries, helping technical customers resolve payment issues, invoice discrepancies, and account-related questions.

Working closely with customers and internal engineering teams, you will investigate complex cases and ensure timely, effective resolutions.

Beyond day-to-day support, you will identify recurring issues and recommend improvements to internal workflows, tools, and customer-facing processes.

You will also contribute to product quality by helping reproduce technical issues, develop test cases, and strengthen testing coverage.

This opportunity is ideal for a customer-focused professional who enjoys problem-solving and working in a fast-paced, globally distributed, asynchronous environment.

You will have the autonomy to take ownership of your work while contributing to a product used by a growing international developer community.

Responsibilities

• Provide timely initial responses to customer support requests covering billing questions, pre-sales inquiries, usage optimization, and payment disputes.
• Investigate and troubleshoot customer-specific billing issues, including failed payments, outstanding invoices, and payment extension requests.
• Triage incoming support cases and guide customers toward relevant documentation, previous solutions, code examples, and technical resources.
• Escalate complex issues to the appropriate engineering or business teams when additional expertise or intervention is required.
• Identify opportunities to develop, adopt, or improve internal tools that increase support efficiency and streamline workflows.
• Recognize recurring customer issues and share insights that can contribute to product improvements and better billing experiences.
• Reproduce technical issues and create test cases to support troubleshooting and improve test coverage, where applicable.
• Collaborate with the Billing Engineering team and other stakeholders to ensure effective communication and resolution of customer concerns.

Requirements

• At least 2 years of experience in customer support, including providing billing support to technical customers.
• Excellent written and verbal communication skills, with fluency in English.
• Ability to explain technical concepts and billing-related issues clearly to both technical and non-technical audiences.
• Experience working with asynchronous communication practices and globally distributed teams.
• Strong analytical and troubleshooting skills, with the ability to investigate issues and identify appropriate solutions.
• Ability to work independently, navigate ambiguity, and adapt quickly in a fast-paced environment.
• Strong organizational skills and the ability to manage multiple support cases while maintaining responsiveness and attention to detail.
• Familiarity with SQL is considered a plus.
• Experience reproducing technical issues, creating test cases, or improving test coverage is an additional advantage.

Benefits

• Fully Remote Work: Work from anywhere in the world, with a WeWork membership or co-working allowance to support your preferred working environment.
• Equity Ownership (ESOP): Receive company equity so you can share in the organization’s long-term growth and success.
• Technology Allowance: Access a dedicated budget to purchase equipment such as a laptop, monitor, headphones, and other tools needed to work effectively.
• Health Benefits: Comprehensive health insurance coverage, with 100% of employee premiums and 80% of dependent premiums covered, regardless of location.
• Annual Team Off-Sites: Participate in yearly company-wide gatherings in a different city, offering opportunities for collaboration, connection, and team building.
• Flexible Working Arrangements: Benefit from an asynchronous work culture that gives you autonomy over your schedule and daily priorities.
• Professional Development: Receive an annual education allowance to invest in courses, books, conferences, and other learning opportunities.