Senior Support Specialist, Air
Billing
CA$62-100k
+ Equity
Cloud-based storage for images and videos
Be an early applicant
Cloud-based storage for images and videos
201-500 employees
Be an early applicant
CA$62-100k
+ Equity
201-500 employees
Company mission
To make creativity easy, fast and fun. Air rethink traditional cloud storage, and make it easier for companies to get from a brainstorm to the final deliverable.
Role
Who you are
- 2-4 years in billing support, accounts receivable, payments support, or a closely related customer-facing role - you've worked a real billing inbox and don't need a long ramp
- Stripe fluency. You can find a customer, cancel a subscription, issue a refund, void an invoice, update a payment method, and apply a coupon without needing guidance
- Enterprise platform familiarity. Experience with Bill.com, Tipalti, Coupa, or Ariba - or a clear track record of picking up new tools fast
- AI-native workflow. You use AI tools in your daily work to gather context, draft responses, and resolve ambiguous situations without escalation
- Process ownership. You actively build your own systems, working with templates, writing saved replies, using checklists + step-by-step guides to stay consistent under high pressure and volume
- Clear, professional written communication. You're often the bridge between a frustrated customer and a complex backend process - tone and clarity matter
- Strong judgment. You know what to fix now, what to flag, and what to document for next time
What the job involves
- Air is hiring a Senior Support Specialist to own inbound billing support and grow into general customer support as the first hire in our Toronto CS hub
- This role exists because billing support at Air requires real expertise - Stripe, enterprise payment platforms, tax exemptions, vendor forms, nuanced invoice questions - and we need someone who can take full ownership of that inbox without relying on escalation
- Before flagging an issue, you've already pulled the Stripe record, Mode account, and any relevant Slack/Intercom history
- You come with context, not questions
- At the same time, we're building out CS capacity in Toronto, so this role has room to grow into broader customer support responsibilities over time
- Because you'll be our first hire in Toronto, you need to operate independently from day one
- We'll set you up with process, tooling, and context, but you'll own the inbox without someone looking over your shoulder
- You'll be the person customers and internal teams rely on when something billing-related needs to get resolved now
- You're AI-native - you use tools to gather context fast, work through complex billing histories independently, and close tickets without hand-holding
- You know to verify who you're talking to before making account changes, and you don't let urgency from a customer override that check
- You take satisfaction in a clean inbox and a well-resolved issue
- You have strong written and verbal communication, including on difficult calls/emails
- You're composed under pressure, clear without being robotic, and know how to move a conversation toward resolution — whether that's a frustrated customer disputing an invoice or a past-due account that's been avoiding your messages
- This is not a strategy or process-design role. It's for someone who has done this before, picks up context quickly, and gets things done
- Own the billing inbox. Triage and resolve inbound inquiries across invoice questions, unexpected charges, payment failures, subscription disputes, and cancellation requests - via Intercom and email inboxes
- Execute Stripe operations. Process subscription changes (cancellations, plan downgrades, seat changes), issue refunds, void and reissue invoices, apply credits and coupons, update payment methods, and retry failed charges
- Manage enterprise billing workflows. Complete vendor enrollment forms (Bill.com, Tipalti, Coupa, Ariba); reconcile incoming payments against open Stripe invoices; maintain platform credentials and workflows
- Handle tax exemption setup. Collect certificates from qualifying non-profit and university customers, upload to AvaTax/Avalara ECM, and apply correct discount codes and exemption adjustments in Stripe
- Verify vendor payment details. Confirm bank details and invoice legitimacy via phone before releasing funds - you understand why email alone isn't sufficient
- Investigate disputed and confusing invoices. Coordinate with the relevant AE or CSM to resolve billing edge cases; generate clear, accurate written explanations for customers
- Handle general CX tickets during billing downtime - product questions, access issues, account management
- Contribute to the help center and internal runbooks as recurring billing patterns surface
- Route non-billing tickets appropriately; collaborate cross-functionally with Product, Engineering, and Revenue as needed
Our take
Every day, marketers waste countless hours organising, finding, approving, and sharing content — this mindless work gets in the way of the creative process. Air's product automates these tasks, giving creators back time to do what they do best: create.
Air works as a cloud collaboration platform that negates the need to move items to and from the cloud when working with visual content. Teams can use the platform to search, review, and manage all their content in one place. Users can migrate their content from Dropbox or hard drives, and once all assets are in Air, the platform automates the work and keeps the library organised.
Air's 2022 round of funding from Tiger Global Group and Headline is being used to build out more product features and expand the team. Further, over recent years that has been a rapid surge in the cloud collaboration market, which is forecast to surpass $100 billion by 2030. Air is therefore operating well in a market that is expected to see significant growth.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Jan 2025
$35m
SERIES B
Jan 2022
$10m
EARLY VC
Total funding: $70.5m
Company benefits
- Air contributes 90% to medical, dental, and vision insurance and 75% to dependent coverage
- Employees also have life insurance, disability insurance, and membership to One Medical
- 401k program
- Commuter benefits
- Generous work from home stipend
- Professional development reimbursement
- Unlimited vacation days
Company HQ
Gowanus, NY
Leadership
Shane Hegde
(Co-Founder & CEO)Studied Science at Stanford. Co-Founder & CEO of Swap Mobile. An Investor at HPS Investment Partners. Chief Digital Strategist at REVOLT MEDIA & TV.
Tyler Strand
(Co-Founder & CTO / COO)Studied Computer Science at Stanford. Co-founder & CEO of hostess.fm. Worked for over a year at Beatport, from Product Manager to Director of Product. Was Partner & Director of Product Management at Postlight.
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