customer support
Posted 5 days agoBilling Support Specialist
at Postman
Bengaluru, IndiaHybrid
Responsibilities
- Manage customer inquiries across billing support channels, including email, ticketing systems, live chat, and additional channels as the billing support model evolves.
- Own customer-reported billing issues from initial contact through resolution or successful escalation.
- Handle billing and subscription-related requests, including invoices, payments, refunds, credits, renewals, cancellations, plan changes, upgrades, downgrades, prorations, and account-related inquiries.
- Deliver clear, accurate, and empathetic customer communication while maintaining defined SLAs.
- Identify and route potential sales opportunities, renewal opportunities, cancellation risks, and account concerns to the right teams.
- Prioritize issues based on severity, urgency, customer impact, SLA, and business requirements.
Requirements
- Work across platforms such as Zendesk, Salesforce, Jira, Confluence, and other internal tools.
- experience in billing support, customer support, customer-facing operations, or a similar role, preferably within a SaaS or technology company. •
- Experience handling customer inquiries through email or ticketing platforms.
- Strong understanding of SaaS subscription models, billing cycles, renewals, upgrades, downgrades, prorations, cancellations, refunds, credits, payments, and invoicing.
- Experience working with tools such as Zendesk and Salesforce.
- Ability to manage multiple priorities and customer conversations in a fast-paced environment.
- Ability to work effectively with globally distributed teams and cross-functional stakeholders.
- Experience handling live chat support in a high-volume customer-facing environment.
- Familiarity with SaaS pricing, packaging, licensing, and subscription management. •
- Experience supporting or collaborating with Sales, Renewals, and Finance teams.
- Familiarity with billing systems and invoicing workflows. This Position Requires
- Ability to work from the Bangalore office during assigned day shifts.
- Ability to work from home during assigned night shifts.