Billing Support Associate

<p><strong>About the role</strong></p><p>One of the fastest-growing AI startups in the United States is hiring a Billing Support Associate to resolve complex subscription, invoice, and payment questions via email.</p><p>Reporting to the Billing Support Team Lead, you'll focus on delivering accurate, empathetic responses within tight SLAs while spotting trends that can improve our processes.</p><p></p><p>This is a full-time (40+ hours) remote opportunity to work for a U.S. business that’s experiencing rapid growth. The company is willing to pay a premium and offer incredible growth opportunities for those who are excited to work for a generation-defining company at the forefront of AI research.&nbsp;</p><p></p><p><strong>About you</strong></p><p>Are you a smart and scrappy customer support wizard? Do you have experience with accounting, billing and payments? We are seeking a dedicated Billing Support Associate who thrives in high‑growth, ambiguous environments. Ideally, you balance empathy for customers with a forensic eye for numbers. You are exacting and tenacious with digging into transaction details, reconciling numbers, and crafting clear explanations for customers. The ideal candidate is humble enough to dig into tickets and emails themselves, but also sharp enough to recommend changes to prevent those issues at scale.&nbsp;</p><p></p><p><strong>Responsibilities</strong></p><ul> <li>Support a globally-distributed billing support team&nbsp;</li> <li>Support billing support SLA performance by monitoring Intercom backlog, triaging by ticket type, and responding to every customer rapidly</li> <li>Investigate subscription charges, payment failures, refunds, and tax questions using Stripe and internal tools.</li> <li>Document each interaction with clear notes and tags to aid reporting and future automation.</li> <li>Flag recurring issues and collaborate with technical support engineers when product bugs or edge‑case billing scenarios arise.</li> </ul><p><strong>Requirements</strong></p><p></p><ul> <li>A solid track record of 3+ years in billing support, technical support, white-glove customer support roles (ideally with U.S.-based clients or startups), or proven background in complex accounting workstreams</li> <li>Proven track-record of exceeding CSAT scores, SLAs and QA targets&nbsp;</li> <li>Comfortable with ambiguity&nbsp;</li> <li>Familiarity with tools like Stripe, Google Sheets, Intercom CX, and AI tools&nbsp;</li> <li>Scrappy and independent worker (not afraid to wear many hats)</li> <li>Strong proficiency in English (at least C1 level), with excellent written communication skills</li> <li>Bachelor Degree or higher (summa, magna or cum laude and/or Academic Scholar from a reputable college preferred)&nbsp;<br> </li> </ul><p><strong>Preferred Requirements</strong></p><ul> <li>Previous experience working with U.S. SaaS startups&nbsp;</li> <li>Familiarity with subscription billing, software payments, and/or accounting support</li> <li>Accounting, billing or finance background (CPA, bookkeeping, or accounting degree).</li> </ul><p><strong>Benefits</strong></p><ul> <li>Work From Home</li> <li>Training &amp; Development</li> </ul>