Billing Support Specialist (Work from Home)

TSG Outsourcing; Cebu City; Hybrid; PHP 670,000 - 882,000; Full time

Job summary

TSG Outsourcing is seeking a Billing Support Specialist to handle subscription billing and usage-based pricing inquiries, working from home for US/EU time zones. Candidates should own billing cases end-to-end, resolve refunds and credits, and explain billing logic to customers.

Based in the Philippines with a strong internet connection, you will collaborate with Engineering and Product to improve processes.

Qualifications

• 1+ years in usage-based or subscription billing in a customer-facing role.
• Hands-on experience with Stripe or a modern billing platform with full access to workflows.
• Experience owning billing tickets from investigation through resolution.
• Experience handling refunds, credits, subscriptions, prorations, or usage-based pricing.
• Comfort reasoning about technical or usage-based systems (quotas, limits, API usage).
• Experience in high-volume, ticket-based support with SLAs.
• Strong written English and attention to financial data.
• Based in the Philippines with stable home internet.

Responsibilities

• Resolve billing and account support tickets including subscription, payment, refunds, and usage-related issues.
• Explain usage-based pricing and billing logic to users.
• Investigate and reproduce billing-related bugs from logs and usage data; document findings for Engineering.
• Identify and handle fraud- or legal-related inquiries.
• Collaborate with Engineering and Product on edge cases.
• Maintain billing FAQs, SOPs, and technical documentation.
• Identify patterns in billing issues and suggest tooling or policy improvements.

Skills

Usage-based billing

Subscription billing

Billing ownership

English writing

High-volume support

Cross-functional collaboration

Billing policy understanding

Tools

Stripe

Job description

Rate: $7.5/hr, and earn up to PHP 79,000+/month.

Schedule: US time zones (PST/EST) or EMEA

Billing Support Specialist (Work from Home)

About the Role

We're looking for experienced customer-facing technical Billing Support Specialists to join our growing Billing Support team. The role involves handling billing, payments, subscriptions, and usage-based pricing inquiries for our AI-powered coding tool. The position requires a high level of technical understanding to explain complex billing logic and usage-based pricing to customers.

Responsibilities:

• Resolve customer-facing billing and account support tickets including subscription, payment, refunds, and usage-related customer issues.

• Explain usage-based pricing and billing logic to users.

• Investigate and reproduce billing-related bugs by reviewing account history, usage data, and system logs, and document findings for Engineering.

• Identify and handle fraud- or legal-related inquiries.

• Collaborate with Engineering and Product teams on edge cases.

• Maintain billing FAQs, internal SOPs, and technical documentation

• Identify patterns in billing/system issues and recommend improvements to tooling or policies.

Required Qualifications:

• 1+ years of recent experience with usage-based or subscription billing in a customer-facing role, preferably with a SaaS or AI company.

• In-depth, hands-on experience with Stripe or a similar modern billing platform, with full access to and ownership of billing workflows rather than limited BPO or restricted-access tools.

• Experience owning billing tickets as an individual contributor from investigation through resolution, rather than primarily escalating billing issues to an SME or specialized team.

• Experience handling billing cases, including refunds, credits, subscription management, proration, payment recovery, or usage-based pricing models.

• Comfortable reasoning about technical or usage-based systems (e.g., quotas, limits, API usage, and consumption-based models).

• Experience working in a high-volume, ticket-based support environment with SLAs.

• Track record of cross-functional collaboration with Engineering, Product, or Compliance teams.

• Strong written English skills and high attention to detail when handling financial data.

• Ability to work independently with minimal supervision.

• Experience creating or contributing to SOPs, knowledge bases, or internal process guides.

• Strong judgment when handling sensitive data, fraud, or legal escalations.

• Based in the Philippines with a stable home internet connection.

Nice to Have Qualifications:

• Experience investigating and troubleshooting technical issues, including reviewing logs, reproducing bugs, and conducting root cause analysis.

• Experience supporting technical users, developers, or API-driven products.

• Strong interest in AI and emerging technologies, with a willingness to learn and stay current with AI-powered products and tools.

Important Note:

We're open to candidates with stronger technical support backgrounds and lighter billing experience, provided their billing experience is recent. Success in this role requires a strong combination of recent, hands-on billing experience, direct experience navigating billing platforms (especially Stripe or similar), ownership of billing cases from investigation through resolution, and strong troubleshooting skills.