Time zones: SBT (UTC +11),
GMT (UTC +0),
CET (UTC +1),
EET (UTC +2),
MSK (UTC +3),
JST (UTC +9),
CST (UTC +8),
WIB (UTC +7),
MMT (UTC +6:30),
BST (UTC +6),
NPT (UTC +5:45),
IST (UTC +5:30),
UZT (UTC +5),
IRDT (UTC +4:30),
GST (UTC +4),
LINT (UTC +14),
TOT (UTC +13),
CHAST (UTC +12:45),
LHST (UTC +10:30),
AEST (UTC +10),
ACST (UTC +9:30),
ACWST (UTC +8:45),
MART (UTC -9:30),
NUT (UTC -11) We’re looking for a determined, self-motivated and energetic people-person in the Asia Pacific or Europe regions to help us support our growing client base with their subscription and billing queries. You will also provide support internally to the wider company and have the opportunity to learn more about our day to day business operations.
Essentials
- 3+ years professional experience, preferably in a client-facing role: experience in a billing-related role a plus
- Highly detail-oriented with excellent communication and organisation skills
- you will primarily be providing support via email, but phone calls / zoom meetings with clients may be required. You have no problems working with multicultural clients where English as a second language is common
- have a focus on accuracy in data and communications, which is vital to your work communicating and updating subscription information
- have a skill for keeping things in order and managing multiple tasks and priorities
- Tech-savvy problem solver, curious about how things work ‘behind the scenes’
- you’re confident learning new systems and software
- love solving problems and helping others solve theirs
- curious to learn more and understand SaaS business operations
- Open to learning and contributing to different facets of the operations team
- Know working remotely suits you perfectly:
- you can work independently, are self-motivated and proactive, but enjoy being part of a team and working toward shared goals
- you have access to fast, reliable internet and a dedicated space to work without distractions
Responsibilities
- Client billing support:
- Be the first point of contact for all inbound billing and subscription queries via email/tickets and phone
- Troubleshoot billing discrepancies and resolve client payment issues in a timely manner
- Review and escalate (as needed) complex client queries around contracts, special agreements, etc
- Debt collection:
- Oversee and manage our debt collection processes
- Communicate with clients clearly and accurately regarding outstanding payments via email and phone (no angry calls here – our clients are lovely and we keep things simple)
- Complete client and subscription related data maintenance:
- Ensure subscription-related data is accurate and up-to-date
- Work with our client success and sales teams to verify information as required
- Identify and report issues with operations processes / tools
- Identify and implement opportunities for process improvement
Apply for this position
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