Billing Support Specialist

Notion Labs, Inc.

Job Overview

Location

Hyderabad, India

Job Type

Full-time

Full Job Description

📋 Description

• Provide timely and accurate billing and payment support to customers via email, Zoom, and Slack, addressing escalations related to billing discrepancies, processing errors, and technical payment issues.
• Troubleshoot and resolve complex payment-related inquiries by diagnosing root causes and implementing effective solutions to ensure customer satisfaction and financial accuracy.
• Collaborate cross-functionally with finance, regional support, user operations, and enablement teams to gather feedback, align on resolution strategies, and improve the overall payment processing experience.
• Proactively identify inefficiencies and gaps in payment workflows and partner with internal teams to enhance systems, reduce recurrence of issues, and optimize operational processes.
• Maintain and update knowledge base documentation to standardize responses, reduce resolution time, and enable self-service for recurring billing questions.
• Track, report, and analyze key performance indicators (KPIs) related to billing support and provide ad hoc reporting as required by leadership and finance teams.
• Share insights, best practices, and lessons learned with the support team to drive continuous improvement, ensure consistent service quality, and support ongoing training on payment-related topics.
• Serve as a Tier 3 Billing Specialist, handling escalated and high-complexity cases that require deep understanding of billing systems, payment gateways, and customer account histories.
• Contribute to the product feedback loop by documenting recurring customer pain points and communicating them to engineering and product teams to inform future improvements.
• Work in a fast-paced, scaling environment with a growing client base that includes Fortune 500 companies, requiring adaptability, precision, and strong time management.
• Demonstrate strong organizational skills to manage multiple concurrent inquiries while maintaining attention to detail and adherence to compliance and data privacy standards.
• Communicate complex technical billing concepts clearly and empathetically to non-technical customers, ensuring clarity and trust in every interaction.
• Operate independently with a proactive mindset, anticipating potential issues before they escalate and taking initiative to resolve them without supervision.
• Embrace AI as a collaborative tool to enhance efficiency, streamline repetitive tasks, and improve the quality of customer responses without compromising accuracy or human oversight.

🎯 Requirements

• 2+ years experience in SaaS billing support
• Excellent written and verbal communication skills with the ability to distill complex technical topics to non-technical audiences
• Strong organizational skills with the ability to manage multiple priorities in a dynamic environment
• Proficient in diagnosing and solving complex issues with attention to detail and a proactive mindset
• Ability to work independently and collaboratively while adapting to evolving priorities

🏖️ Benefits

• Opportunity to work with a growing client base including Fortune 500 companies
• Collaborative environment focused on crafting human-centered workflows in the AI era
• Exposure to cutting-edge AI tools used as real collaborators in daily work
• Role with direct impact on product feedback and operational improvements

Skills & Technologies

Onsite

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Notion Labs, Inc.

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About Notion Labs, Inc.

Notion Labs, Inc. develops a unified workspace platform that combines documents, databases, kanban boards, calendars, and wikis. Headquartered in San Francisco, the company offers collaborative tools for teams and individuals to plan, write, organize, and share knowledge. The software integrates with third-party services and supports real-time editing, templates, and permissions management. Founded in 2013, it serves global users across education, technology, and enterprise sectors, aiming to replace fragmented productivity apps with a single, modular environment.

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