Billing Support Specialist

Jobgether; Italia; À distance; EUR 36 000 - 56 000; Plein temps

Avantages offerts par ce poste

Fully Remote

Equity Ownership (ESOP)

Technology Allowance

Health Benefits

Annual Team Off-Sites

Flexible Working Arrangements

Professional Development

Résumé du poste

Jobgether is seeking a Billing Support Specialist based in Italy to deliver a seamless billing experience for customers across international markets. You will manage inquiries related to payments, invoices, and account questions, collaborating with customers and engineering teams to resolve issues promptly.

In this role, you will identify recurring problems, propose improvements to internal workflows and tools, and help reproduce technical issues to strengthen testing coverage.

Qualifications

• 2+ years of experience in customer support, including billing for technical customers.
• Excellent written and verbal communication, fluent in English.
• Ability to explain technical concepts and billing issues to diverse audiences.
• Experience working with asynchronous communication and globally distributed teams.
• Strong analytical and troubleshooting skills, with attention to detail.

Responsabilités

• Provide timely initial responses to billing questions, pre-sales inquiries, usage optimization, and payment disputes.
• Investigate and troubleshoot billing issues, including failed payments and outstanding invoices.
• Triage incoming cases and guide customers to documentation, solutions, and technical resources.
• Escalate complex issues to engineering or business teams when needed.
• Identify opportunities to improve internal tools and streamline workflows.
• Share insights on recurring issues to drive product improvements and better billing experiences.
• Reproduce technical issues and create test cases to support troubleshooting and testing.
• Collaborate with Billing Engineering and stakeholders to ensure clear communication and resolution.

Connaissances

Customer support

Technical communication

Analytical troubleshooting

Independent work

English fluency

Outils

SQL

Description du poste

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.