Summary

As a Billing Support Engineer, you will be working on everything from answering simple support requests from potential customers about our billing service.

You will be responsible for ensuring that we provide resolutions to customers quickly and translate customer hardships into actionable items for our developer and product teams to fix. This includes understanding platform issues, identifying areas of improvement, creating process, and all that is required into developing a top-tier billing experience for small developers to future Fortune 500 companies.

We’re looking for a self-starter, who is communication focused with a deep sense of ownership and a team mentality to collaborate on achieving high quality customer experience. We’re looking for an individual who does not need constant supervision to track issues, reproduce customer issues, etc.

You can expect to meet on a daily basis to go over customer issues, task progress and design solutions.

What You'll Do

These are examples of things we would like to have seen you achieve in the past - don't worry about a perfect 1:1 match:

1. Have handled customer support in a technical capacity.
2. Worked on a remote team of 5-10 people.
3. Written scripts to figure out why some technical thing is not working.
4. Managed refunds, credits and charges in Stripe.
5. Lead a customer support team in a technical capacity.

What You'll Bring

1. Web3 communities and cryptocurrency trends.
2. Outstanding customer support and interpersonal skills.
3. 2+ years experience with Stripe and/or similar billing system(s).
4. Strong communication and data analytics skills.
5. Understanding of SaaS or subscription billing cycles.
6. Ability to work in a high volume setting and respond to customer inquiries in a timely manner.
7. Ability to identify and communicate payment and/or system trends.
8. Models teamwork through cooperation and collaboration within their team and cross-functionally.

Skills

• Client Servicing
• Communications Skills
• Data Analyst
• Team Collaboration