Billing Support Specialist

Jobgether; Canada; Remote; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Fully Remote Work

Equity Ownership (ESOP)

Technology Allowance

Health Benefits

Annual Team Off-Sits

Flexible Working Arrangements

Professional Development

Job summary

Jobgether is seeking a Billing Support Specialist based in Canada to manage billing inquiries and resolve payment issues across global markets. You will work with customers and engineering teams to investigate disputes, optimize usage, and improve billing workflows in an asynchronous, distributed setting.

The role emphasizes independent problem-solving, strong communication, and the ability to document issues and reproduce technical scenarios for testing.

Qualifications

• 2+ years of experience in customer support, including billing for technical customers.
• Excellent written and verbal English communication.
• Ability to explain technical and billing concepts clearly to diverse audiences.
• Experience with asynchronous communication and globally distributed teams.
• Strong analytical and troubleshooting skills.
• Ability to work independently in a fast-paced environment.
• Strong organizational skills and multi-case management.
• Familiarity with SQL is a plus.
• Experience reproducing technical issues and improving test coverage is a plus.

Responsibilities

• Provide timely initial responses to billing questions, pre-sales inquiries, usage optimization, and disputes.
• Investigate and troubleshoot customer billing issues including failed payments and invoices.
• 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.

Skills

Customer support

Billing support

English fluency

Asynchronous communication

Global teams

SQL knowledge

Troubleshooting

Independent work

Multi‑case management

Tools

SQL

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Billing Support Specialist based in Canada.

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.

Accountabilities

In this role, you will take ownership of customer billing inquiries while collaborating with technical and business teams to improve support operations. Your main responsibilities will include:

• 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

The ideal candidate is an experienced customer support professional with a strong understanding of billing processes and the ability to communicate effectively with technical customers. The following qualifications and skills are expected:

• 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‑Sits: 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.