Billing Representative

Kinsta; Toronto; Remote; CAD 40,000 - 70,000; Full time

Job summary

An innovative company is seeking a friendly and knowledgeable Billing Representative to join their remote-first team. This role involves assisting customers with billing inquiries, resolving issues, and providing clear communication about complex billing topics. The ideal candidate will have experience in web hosting or SaaS, strong mathematical skills, and a passion for delivering exceptional customer service. Join a dynamic environment where your contributions will help shape the future of billing support. Enjoy the flexibility of remote work and a culture that values growth and learning.

Benefits

Annual remote expense budget

Flexible PTO

Paid parental leave

Annual professional development budget

Sabbatical every three years

Location-specific healthcare benefits

Pension plan for UK employees

401k contributions for US employees

Qualifications

• 2-3 years of customer-facing experience in web hosting or SaaS.
• Excellent communication skills for explaining complex billing topics.

Responsibilities

• Resolve customer billing issues and provide accurate feedback.
• Monitor overdue subscriptions and ensure proper invoicing.

Skills

Customer Communication

Problem Solving

Mathematical Skills

Billing Knowledge

Technical Support

Tools

Stripe

Job description

Kinsta is one of the top-managed WordPress hosting companies, with a growing club of 120,000+ businesses including startups, universities and Fortune 500 firms. We're motivated by excellent quality, and proud to have received a 97% satisfaction rating from our customers.

That's because, to us, each day is a chance to grow. As a team, we continuously inspire each other to learn new and better ways to make an impact. We own our jobs proudly - our leaders don't hold our hands, but they're in our corner whenever we ask for help - and our environment is flexible and remote-first.

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.

Our Benefits:

• Annual remote expense budget.
• Flexible PTO.
• Paid parental leave.
• Annual professional development budget: available after one year with Kinsta.
• Sabbatical: available after three years with Kinsta (and every three years thereafter).
• Location-specific healthcare benefits (includes vision and dental) for employees hired in the USA, UK, and Hungary.
• Pension plan for employees hired in the UK, and 401k contributions for employees hired in the USA.

Kinsta is proud to be an equal opportunity employer. We will not discriminate and we will take actions to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the basis of race, color, gender, national origin, citizenship, age, religion, creed, disability, marital status, veteran’s status, sexual orientation, gender identity, gender expression, or any other status protected by the laws or regulations in the locations where we operate.

By applying to one of our positions, you agree to the processing of the submitted personal data in accordance with Kinsta's Privacy Policy, including the transfer of your data to the United States.