Customer Support Billing Specialist

MicroSourcing; Manila; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Work from home

Career growth

Inclusive team culture

Job summary

MicroSourcing is seeking a Customer Support Billing Specialist to manage billing inquiries, process payments, and resolve discrepancies from a work-from-home setup in the Philippines.

You will monitor SLAs, document interactions, and collaborate with finance and product teams to ensure accurate billing and a positive customer experience.

Qualifications

• 1+ years of experience in customer support, billing, payments, e-commerce, or fintech environments.
• Experience working within defined SLAs and performance metrics.
• Strong documentation and ticket management skills.

Responsibilities

• Actively monitor and manage incoming billing support tickets across multiple channels, including in-app escalations.
• Ensure timely responses and resolution within defined SLAs.
• Investigate and resolve billing discrepancies, payment failures, and transaction disputes.
• Maintain accurate documentation of customer interactions and case outcomes.
• Identify recurring billing issues or trends and elevate them to leadership as needed.

Skills

Billing systems familiarity

Analytical reporting

Ticket management

Job description

Position: Customer Support Billing Specialist

Work setup: Work from home

Benefits

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work‑Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Job Overview

Education & Experience

• 1+ years of experience in customer support, billing, payments, e‑commerce, or financial technology environments
• Experience working within defined SLAs and performance metrics

Technical Skills (Required)

• Familiarity with payment processing systems, billing platforms, or account management tools
• Comfortable using customer support and help‑desk platforms that include analytics and reporting features
• Strong documentation and ticket management skills

Core Competencies

• Strong attention to detail
• Skilled at handling customer escalations with professionalism and empathy
• Proactive problem‑solving mindset
• Ability to collaborate effectively with internal teams

Nice to Have (Not Required)

• Experience with ticketing systems such as Zendesk, Jira Service Desk, or similar platforms
• Ability to analyze account activity, payment discrepancies, refunds, chargebacks, and transaction errors

Key Responsibilities

• Actively monitor and manage incoming billing support tickets across multiple channels, including in‑app escalations
• Ensure timely responses and resolution within defined SLAs
• Investigate and resolve billing discrepancies, payment failures, and transaction disputes
• Maintain accurate documentation of customer interactions and case outcomes
• Identify recurring billing issues or trends and elevate them to leadership as needed