Billing Representative, Kinsta

• Previous experience in web hosting and/or SaaS spaces
• 2-3 years of customer-facing experience
• Native-level fluency in both written and spoken English
• Excellent communication skills to understand and explain billing topics such as complex invoices, prorated charges and fees, and subscription-based and consumption-based billing practices
• Hands-on experience working on a billing team that handles subscription-based products
• Strong mathematical skills
• Ability to understand complex financial topics and situations

Desirable

• We’re looking for an energetic, friendly, and knowledgeable Billing Representative with exceptional communication skills to provide customers with billing assistance via our email ticketing system
• This role will report to the Head of Billing
• This role's shift needs are 4 PM—12 Midnight UTC (our team uses UTC for scheduling), with some flexibility
• Take ownership of billing issues reported by customers and see problems through to resolution
• Proactively research, troubleshoot, and identify solutions to potential customer billing issues
• Provide prompt, thorough, and accurate feedback to customers
• Follow standard procedures for proper escalation of unresolved issues to relevant internal teams
• Assist in maintaining all non-standard payment (wire and physical check) customers and ensure invoicing and renewals are properly processed
• Monitor overdue subscriptions and plan cancellations via reporting channels to ensure sites and associated services are appropriately removed from servers
• Monitor reporting channels daily to ensure subscription issues are investigated and resolved
• Spearhead billing-related investigations and projects that may arise as needed
• Calculate pro-rated amounts for additions and removals of services