Contractor Customer Support Billing Specialist

As a Customer Billing Support Specialist, you will support authors with payment-related inquiries, billing issues, and account resolutions to ensure a smooth financial experience.

The role involves managing overdue payments, assisting with payment processing, and providing clear, service-oriented communication.

You'll work cross-functionally with Finance and Customer Experience teams, using CRM and billing systems to track and resolve cases efficiently.

Experience in collections, financial customer support, or billing operations is highly preferred.

Strong interpersonal and problem-solving skills are essential for success in this position.

• Customer Financial Support: Assist authors with account balances, payment issues, and financial inquiries via phone, email, and chat.
• Collections & Payment Follow-Ups: Contact authors with overdue payments and work toward resolving outstanding balances.
• Process Royalty Withdrawals: Ensure smooth and timely author royalty payments.
• Payment Method Updates: Assist authors with updating their payment details and resolving failed transactions.
• Dispute Resolution: Handle refund requests, chargebacks, and customer disputes with a problem-solving approach.
• Maintain Accurate Records: Keep financial support and collections activities well-documented for transparency and efficiency.

Requirements

• Experience in customer financial support, collections, or payment processing (not accounting or finance analysis).
• Excellent communication skills (spoken & written) in English for handling customer inquiries professionally.
• Strong problem-solving mindset – ability to de-escalate payment issues and negotiate solutions.
• Familiarity with CRM tools (Salesforce or similar), Microsoft Teams, and G Suite.
• Detail-oriented and organized, capable of tracking outstanding balances and financial transactions.

What is the last date for applying to the job?

Which countries are accepted for this remote job?