Billing Support Specialist, Notion
Customer Experience
$110-130k
$53 - $63 per hour
2+ days a week in office
The connected workspace for your docs, projects, knowledge, and AI
Be an early applicant
The connected workspace for your docs, projects, knowledge, and AI
501-1000 employees
Be an early applicant
$110-130k
$53 - $63 per hour
2+ days a week in office
501-1000 employees
Company mission
To help everyone build beautiful tools for their life’s work.
Role
Who you are
- Excellent written and verbal communication skills with the ability to distill complex technical topics to non-technical audiences
- 5+ years of experience in technical support or customer service, preferably within SaaS or fintech
- 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
Desirable
- Familiarity with business intelligence tools and systems such as Salesforce, Zendesk, Hex, Looker, and Stripe Billing
- Experience working in a fast-paced start-up environment
- Experience handling complex billing situations in a PLG organization
What the job involves
- As a Billing Support Specialist at Notion, you will support our customers by addressing escalations related to billing and payments, conducting due diligence on inquiries, and triaging complex issues to our engineering and accounting partners.
- You'll collaborate across teams to deliver top-tier support, enhance operational workflows, and contribute to the product feedback loop.
- This role offers the opportunity to sharpen both your analytical and communication skills while interacting with a growing client base, including several Fortune 500 companies. As Notion scales, your contributions will be key in optimizing processes and delivering a seamless customer experience
- Provide timely, accurate billing and payment support through channels such as email, Zoom, and Slack
- Troubleshoot and resolve payment discrepancies, processing errors, and technical issues by diagnosing root causes and implementing solutions
- Collaborate with finance, regional support teams, user operations and enablement teams to gather feedback and improve the payment processing experience
- Proactively identify areas for improvement in payment workflows and work with internal teams to enhance systems
- Maintain and report on KPIs and provide ad hoc reporting as necessary
- Develop and update knowledge base documentation to streamline future support requests
- Share insights and best practices with the team to improve overall efficiency and ensure ongoing training on payment-related issues
Our take
Managing busy workflows using fragmented systems can be a headache for both individuals and businesses. Notion aims to combat this problem by enabling users to work from one central hub, customizing their workflows to suit their exact needs. This includes managing files, scheduling tasks, saving documents, writing to-do-lists, and setting reminders.
The company counts enterprise companies such as McDonald’s, The Wall Street Journal, Verizon, Samsung, and IBM as its customers. In spite of economic uncertainty, Notion reached a $2 billion valuation in 2020, helped by record signups as more people were forced to work from home. Its value has since risen to over 5 times this value, an impressive reflection of its success.
The company has made a number of strategic acquisitions that, coupled with its enormous market value and enviable customer list, have Notion well-placed to continue dominating the market. That being said, the launch of Microsoft-built competitor Loop at the end of 2023 will put Notion's market dominance to the test.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2021
$275m
LATE VC
Apr 2020
$50m
LATE VC
Total funding: $335m
Company benefits
- Dog-friendly office
- 401k matching
- Parental leaave
- Free lunches
- Equipment stipend
- Monthly commuter credits
- Work from home opportunities
- Health insurance
Company values
- We are drivers of our mission. We’re driven by our commitment to empower every person on the planet to use software exactly the way they want.
- We are pace setters. We move with urgency so we can set the cadence for our market, cover more ground, and ship more great products and programs for our users, faster.
- We are truth seekers. We pursue the best data, ideas, and solutions with rigor and open-mindedness, always guided by our users’ most pressing needs.
- We are kind and direct. We deliver feedback in the spirit of helping our colleagues improve, balancing sensitivity with caring honesty. We’re in this together.
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Ivan Zhao
(CEO)Ivan worked for Inkling for 2 years in Product, but was disappointed by the lack of a simple way of collaborating on projects. To fit this need, he co-founded Notion in 2013, serving as CEO since.
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