Billing Support Specialist (CX)

Company: Tbwa Chiat/Day Inc
Location: San Francisco
Posted on: November 13, 2024

Job Description:

We're on a mission to make it possible for every person, team, and company to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.Notion is an in-person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).About The Role: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.What You'll Achieve:

• 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.Skills You'll Need to Bring:
  • 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.Nice to Haves:
    • 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.We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and are enthusiastic about making software toolmaking ubiquitous, we want to hear from you.Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.NYC + SF RolesRoles without incentive compensation:Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. For roles based in San Francisco or New York City, the estimated base salary range for this role is $105,000 - $120,000 per year.#LI-Onsite
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Keywords: Tbwa Chiat/Day Inc, San Rafael , Billing Support Specialist (CX), Accounting, Auditing , San Francisco, California