Billing Support Specialist

Jobgether; México; À distance; MXN 250 000 - 380 000; Plein temps

Avantages offerts par ce poste

Fully remote work

Equity ownership (ESOP)

Technology allowance

Health benefits

Annual team off-sites

Flexible working

Professional development

Résumé du poste

Jobgether is seeking a Billing Support Specialist based in Mexico to deliver seamless billing experiences across international markets. You will manage inquiries, resolve payment issues, and collaborate with engineering teams in a fast-paced, globally distributed environment.

You will identify recurring issues, propose improvements to workflows, and help reproduce technical issues to strengthen testing coverage.

Qualifications

• 2+ years in customer support with billing experience.
• Ability to explain technical/billing concepts to diverse audiences.
• Experience with asynchronous communication and global teams.
• Strong analytical and troubleshooting skills.
• Ability to work independently in a fast-paced environment.

Responsabilités

• Provide timely initial responses to billing questions and requests.
• Investigate and troubleshoot customer billing issues.
• Triage cases and guide customers to documentation and resources.
• Escalate complex issues to engineering or business teams when needed.
• Identify opportunities to improve internal tools and workflows.
• Share insights to improve product and billing experiences.
• Reproduce issues and create test cases to support troubleshooting.
• Collaborate with Billing Engineering and other stakeholders to resolve concerns.

Connaissances

Billing knowledge

English fluency

Analytical thinking

Problem solving

Asynchronous work

Outils

SQL

Description du poste

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 Mexico.

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-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.

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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