Billing Support Specialist

OVH US LLC; Reston (VA); Hybrid; USD 37,000 - 43,000; Full time

Job summary

OVHcloud US is seeking a Billing Support Specialist to handle customer billing and validation issues and to serve as the first point of contact for customers. This role is pivotal for meeting service metrics in a 24/7/365 environment while supporting refunds, credits, and order validations.

The schedule includes Saturday–Wednesday 12:30PM–9:00PM ET, with base pay range $27.00–$31.25 per hour based on experience.

Qualifications

• 2+ years of customer service experience in an e-commerce environment.
• Experience using a ticketing system (ServiceNow, Zendesk).
• Experience with credit card payments and processing.
• Ability to perform simple data analysis and basic math.
• Detail-oriented and a strong problem solver with a questioning mindset.
• Ability to follow defined policies to drive a solid customer experience.
• Strong organizational skills and the ability to manage multiple requests.
• Excellent written and verbal communication skills.

Responsibilities

• Identify and troubleshoot billing and validation issues for orders, subscriptions, refunds, and credits.
• Manage multiple requests simultaneously while maintaining quality customer service.
• Respond to customer inquiries via email, ticket, and chat.
• Collaborate with Customer Support, Sales, and Legal for a seamless experience.
• Support the fraud team by validating orders in the queue.
• Suggest process improvements to key stakeholders.

Skills

Customer service

Ticketing systems

Credit card processing

Data analysis

Attention to detail

Policy adherence

Organization

Communication skills

Tools

ServiceNow

Zendesk

Job description

Job Summary

Join OVHcloud and be part of creating the cloud of tomorrow. We empower people who want to grow, make their work stand out, and take ownership of dynamic, meaningful projects. You’ll enjoy autonomy in your work, strong support from management, and the freedom to explore new challenges—helping you make a tangible impact and shape the future of our cloud infrastructure alongside passionate, collaborative peers.

The Billing Support Specialist is responsible for handling both customer billing and validation issues. This position is a first point of contact for customers, making it a pivotal role in setting the standard expectation for customers. This role is responsible for meeting defined customer service metrics related to both billing and validation tasks. Ability to work a flexible rotating schedule, including nights, weekends, and holidays, in a 24/7/365 environment is required.

The hours for this role are: Saturday – Wednesday from 12:30PM - 9:00PM Eastern Time

Base pay range: $27.00 - $31.25 per hour (based on relevant experience).

Essential Duties & Responsibilities

• Identify and troubleshoot billing and validation issues related to pending and cancelled orders, subscription management, refunds, and credits, collaborating with operations teams to ensure resolution.
• Manage multiple requests and billing and validation concerns simultaneously, ensuring quality and exceptional customer service.
• Respond to and resolve customer billing and validation inquiries via email, ticket, and chat.
• Consistently collaborate with Customer Support, Sales, and Legal teams to ensure a seamless and satisfactory customer experience.
• Support the fraud team by validating orders in the queue.
• Identify billing-related process improvements and inform appropriate management teams to identify key stakeholders required to execute necessary action plans.

Required Qualifications

• 2+ years of customer service experience in a professional e-commerce environment.
• Experience using a ticketing system for support (ServiceNow, Zendesk).
• Experience with credit card payment and processing.
• Experience with simple data analysis and basic mathematical skills.
• Detail-oriented and a strong problem solver with a questioning mindset.
• Ability to follow defined policies to drive a solid customer experience and positively impact overall business operations.
• Strong organizational skills with the ability to prioritize multiple issues and requests.
• Excellent communication skills, both written and verbal.

Our Culture

• Autonomy – Take ownership of your work and make decisions that drive impact.
• Management Support – Leaders provide guidance, resources, and encouragement to help you succeed.
• Collaboration – Work closely with passionate peers in a team-oriented environment.
• Freedom of Opinion – Share your ideas openly; your voice is valued.
• Meaningful Work – Contribute to projects that matter and see the impact of your efforts.
• Recognition – Achievements are acknowledged and celebrated, fueling continued growth.

Benefits of Working Here:

• Flexible Work Options -Based on your location you will qualify for hybrid or fully remote work.
• Work/Life Balance - Recharge with generous paid time off, sick leave, and flexible hours designed to support your personal and professional life.
• Continuous Learning & Growth - Take advantage of OVHcloud’s extensive training programs and professional development opportunities to expand your skills and advance your career.
• Comprehensive Benefits - Access top-tier health, dental, vision, and 401(k) plans, plus a range of additional perks to support your overall well-being.

Working Conditions

Standard office environment.

Company Description – About OVHcloud

OVHcloud US is a subsidiary of OVHcloud, a global cloud leader and Europe’s top cloud provider, operating over 500,000 servers across 46 data centers on four continents to serve 1.6 million customers in over 140 countries. As a pioneer in trusted and sustainable cloud solutions with an excellent price-performance ratio, OVHcloud has spent over 20 years leveraging an integrated model that ensures total control of its value chain—from server design and data center construction to the orchestration of its fiber‑optic network. This unique approach allows OVHcloud to independently meet all customer needs while providing the benefits of an environmentally conscious model, characterized by resource efficiency and an industry‑leading carbon footprint. OVHcloud offers latest‑generation solutions that combine high performance, predictable pricing, and data sovereignty to support scalable growth. https://us.ovhcloud.com.

EEO Statement

OVHcloud is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, veteran status, marital status, age, disability, or any other protected status in accordance with all applicable federal, state, and local laws.

If you require special accommodations during the application or hiring process, please contact us at [e-mail].