SaaS Billing & Support Specialist (Remote, ET Hours)

Jobgether SRL; United States; Remote; USD 35,000 - 57,000; Full time

Benefits offered by this job

Fully remote position based in Canada

Eastern Time overlap with US West team

Competitive salary, equity, and BENEF?

Stock options for eligible core team

Comprehensive health, dental, and视

Flexible remote work environment

Opportunity to work with an intl team

Professional growth and development

Exposure to AI and 3D tech

Inclusive culture focused on customer-

Job summary

Jobgether SRL is seeking a Billing Support Specialist to manage a broad range of subscription and billing inquiries, including refunds and discounts, within an established policy framework. You will collaborate with Product, Engineering, and Finance to route and resolve issues while improving self-service resources.

You will own the Eastern Time support window, work remotely from Canada, and leverage Intercom, Stripe, and PayPal to streamline workflows.

Qualifications

• 2–5 years of billing or subscription support experience, including SaaS.
• Experience handling complex billing scenarios: discounts, refunds, disputes.
• Ability to exercise sound independent judgment when resolving issues.
• Experience with Intercom, Stripe, PayPal or similar tools.
• Excellent written and spoken English with customer focus.
• Based in Canada and available for ET hours, start early ET.
• Willingness to attend occasional meetings outside normal hours.
• Bilingual English and Mandarin is a plus.

Responsibilities

• Manage the full range of incoming support requests (billing, product questions, etc.).
• Independently resolve complex refunds, discounts, and disputes under policies.
• Collaborate with Product, Engineering, and Finance to investigate issues.
• Help develop and improve billing policies, refund rules, and SOPs.
• Identify recurring issues and create scalable self-service (Help Center, automations).
• Analyze support data for trends and product/process improvements.
• Own the Eastern Time support window and coordinate across time zones.
• Coordinate with Growth and Customer Success to align support decisions.
• Ensure clear handoffs between international teams during ET coverage.
• Provide feedback to improve quality, efficiency, and customer experience.

Skills

Billing support

Customer service

English communication

Independent judgment

Technical aptitude

Process documentation

Time-zone coordination

Tools

Intercom

Stripe

PayPal

Intercom workflows

Job description

Jobgether SRL is seeking a Billing Support Specialist to manage a broad range of subscription and billing inquiries, including refunds and discounts, within an established policy framework. You will collaborate with Product, Engineering, and Finance to route and resolve issues while improving self-service resources.

You will own the Eastern Time support window, work remotely from Canada, and leverage Intercom, Stripe, and PayPal to streamline workflows.