Billing Support Specialist: Multi-Channel Churn Prevention

Jobtailor; Ciudad de México; Híbrido; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking a proactive Billing Support Specialist in Mexico City to handle high-volume inquiries across phone, email, and chat. You will resolve disputes with empathy, pursue revenue retention, and oversee collections while ensuring secure payment processing and data integrity.

The role requires 2+ years in customer support, strong communication, and the ability to navigate Salesforce and NetSuite. Training is in-office for 8 weeks, with a hybrid schedule in Mexico City.

Formación

• 2+ years in a high-volume customer support or contact center environment.
• Excellent computer literacy with rapid/accurate typing and multi-system navigation.
• Exceptional communication across phone, email, and live chat channels.
• Ability to remain calm and constructive during high-pressure financial conversations.
• Comfort handling sensitive financial data with integrity (background check/assessment).
• Willingness to work shifts (Mon–Fri, 3:00 AM – 6:00 PM MT) and complete 8-week in-office training in Mexico City.

Responsabilidades

• Manage a busy queue of inbound billing inquiries via phone, email, and chat with clear, empathetic service.
• Act as front-line resolver for billing disputes; de-escalate partner concerns professionally.
• Identify churn risks from billing inquiries to support revenue retention.
• Lead collections outreach and negotiate payment arrangements while maintaining relationships.
• Process ACH and credit card payments securely in a PCI-compliant manner; ensure audit-ready data.
• Document interactions across Salesforce and NetSuite; maintain data accuracy.
• Identify patterns to suggest internal process improvements and reduce churn.

Conocimientos

Customer support

Communication

De-escalation

Problem solving

empathy

Herramientas

Salesforce

NetSuite

PCI Compliance

Descripción del empleo

Jobtailor is seeking a proactive Billing Support Specialist in Mexico City to handle high-volume inquiries across phone, email, and chat. You will resolve disputes with empathy, pursue revenue retention, and oversee collections while ensuring secure payment processing and data integrity.

The role requires 2+ years in customer support, strong communication, and the ability to navigate Salesforce and NetSuite. Training is in-office for 8 weeks, with a hybrid schedule in Mexico City.