Billing Support Specialist

Postdot Technologies India Private Ltd; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Full medical coverage

Flexible PTO

Wellness reimbursement

Monthly lunch stipend

Team-building events

Donation matching

Job summary

Postman, a leading API platform, is seeking a Billing Support Specialist to join our Bangalore team. You will assist customers with billing and subscription inquiries via email, tickets, and live chat, collaborating with Sales, Renewals, Finance, and Engineering to resolve issues accurately and efficiently.

You will participate in rotational shifts, including night shifts and holidays, while maintaining high standards of service and customer documentation.

Qualifications

• 2–4 years of experience in billing support or a similar role.
• Experience handling inquiries via email or ticketing platforms.
• Strong understanding of SaaS subscription models and billing processes.
• Excellent written and verbal communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Experience with Zendesk and Salesforce.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to collaborate with globally distributed teams.
• Willingness to work rotational shifts, including overnights.
• Willingness to cover public holidays.

Responsibilities

• Manage customer inquiries across billing support channels (email, ticketing, live chat).
• Own customer-reported billing issues from initial contact through resolution.
• Handle invoices, payments, refunds, renewals, and cancellations.
• Deliver clear, empathetic communication while meeting SLAs.
• Use Zendesk, Jira, Confluence, and internal tools to investigate and document actions.
• Triage and route inquiries to appropriate internal teams.
• Identify sales/renewal opportunities and cancellation risks.
• Prioritise issues based on severity and SLA commitments.
• Maintain accurate customer interaction records across systems.
• Contribute to process improvements and documentation updates.
• Participate in rotational shifts and holiday coverage as planned.

Skills

Billing support

Customer support

CRM tools

Zendesk

Salesforce

Live chat

Tools

Zendesk

Salesforce

Jira

Confluence

Job description

Who Are We?

Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster. The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman. P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

Billing Support Specialist

Location: Bangalore, India
Employment Type: Full-time
Team: Billing Support
Work Model: Shift-based hybrid; office-based day/evening shifts and work-from-home night shifts
Coverage Model: 24/5 global billing support through rotational shifts across India, EMEA, and US business hours

Work Schedule and Coverage

This role participates in Postman’s 24/5 global billing support coverage model. Shifts rotate based on business needs and may include:

• 6:00 AM–3:00 PM (Office-based)
• 2:00 PM–11:00 PM (Office-based)
• 6:00 PM–3:00 AM (Work from home)
• 9:00 PM–6:00 AM (Work from home)

Public holiday and festival coverage is a mandatory requirement of this role and is assigned through a planned team rotation. Employees working designated holidays are eligible for applicable holiday pay, and employees working eligible night shifts are eligible for a competitive night shift allowance, in accordance with company policy. Candidates must be based in Bangalore or willing to relocate, work from the Bangalore office during assigned day/evening shifts, and have a reliable work-from-home setup for assigned night shifts.

About the Role

Postman is looking for a customer-focused and proactive Billing Support Specialist to join our team in Bangalore. You will support customers with billing and subscription inquiries through email, ticketing systems, and live chat, with the possibility of supporting additional channels as our support model evolves. You will collaborate with Sales, Renewals, Finance, Engineering, Product Support, and other internal teams to resolve customer issues accurately and efficiently. This is a fast-paced customer-facing role requiring clear and empathetic communication, strong attention to detail, and ownership of customer issues from initial contact through resolution.

How You’ll Contribute

Manage customer inquiries across billing support channels, including email, ticketing systems, live chat, and additional channels as the support model evolves. Own customer-reported billing issues from initial contact through resolution, coordinating with internal teams and keeping customers informed when escalation is required. Handle billing and subscription requests, including invoices, payments, refunds, credits, renewals, cancellations, plan changes, upgrades, downgrades, prorations, and account inquiries. Deliver clear, accurate, and empathetic customer communication while meeting defined service-level agreements (SLAs). Use Zendesk, Jira, Confluence, and internal tools to investigate issues, document actions, and track resolution. Triage and route inquiries to the appropriate internal teams. Identify and route potential sales and renewal opportunities, cancellation risks, and account concerns to the relevant teams. Prioritise issues based on severity, urgency, customer impact, SLA commitments, and business requirements. Maintain accurate and complete customer interaction records across internal systems. Contribute to process improvements, documentation updates, and improvements to the customer support experience. Participate in rotational shifts and mandatory public holiday and festival coverage as assigned through a planned team rotation.

What We’re Looking For

• 2–4 years of experience in billing support, customer support, customer-facing operations, or a similar role, preferably within a SaaS or technology company.
• Experience handling customer inquiries through email or ticketing platforms.
• Strong understanding of SaaS subscription models and billing processes, including billing cycles, renewals, upgrades, downgrades, prorations, cancellations, refunds, credits, payments, and invoicing.
• Excellent written and verbal communication skills, with the ability to explain billing details clearly.
• Strong analytical, troubleshooting, and problem-solving skills.
• Strong attention to detail when reviewing billing information, processing requests, and maintaining customer records.
• Experience with customer support and CRM tools such as Zendesk and Salesforce.
• Ability to manage multiple priorities and customer conversations in a fast-paced environment.
• Ability to collaborate effectively with globally distributed teams and cross-functional stakeholders.
• Flexibility to work rotational shifts, including overnight shifts, across India, EMEA, and US coverage hours under the work arrangements outlined above.
• Willingness to fulfil mandatory public holiday and festival coverage assignments as part of a planned rotation.

Nice to Have

• Experience providing live chat support in a high-volume customer-facing environment.
• Familiarity with SaaS pricing, packaging, licensing, and subscription management.
• Experience supporting or collaborating with Sales, Renewals, and Finance teams.
• Familiarity with billing systems and invoicing workflows.

What Else?

• full medical coverage
• flexible PTO
• wellness reimbursement
• monthly lunch stipend
• wellness programs will help you stay in the best of your physical and mental health.
• frequent and fascinating team-building events will keep you connected, while donation-matching program can support the causes you care about.

In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend.

Values

At Postman we value in person collaboration. We are in office 5 days a week for all roles based out of our hubs in San Francisco Bay Area, Boston, Austin, New York City, Tokyo and London. For roles based in Bangalore, employees currently work in the office three days a week and will transition to five days per week by the end of the year. We were thoughtful in our approach which is based on collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our in office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom.

Equal Opportunity

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Postman powers API development for 40 million+ developers and 500,000+ organizations worldwide.