Billing / Customer Resolution Specialist

Job Description

Role Description

We are seeking a Billing Specialist / Customer Resolution Specialist to serve as the single point of ownership for all customer inquiries and billing-related matters. This remote, part-time contractor role combines Tier 1 customer support with end-to-end billing, subscription management, dispute handling, and revenue recovery.

The specialist will manage customer issues from first response through final resolution, with a 24-hour resolution target for non-technical issues. This role replaces the current escalation model by consolidating customer support and billing actions under one accountable owner to improve speed, accuracy, and customer satisfaction.

Responsibilities

Customer Support (Tier 1)

Respond to all customer inquiries via Zendesk (email/help desk)

Resolve login, password, access, and platform navigation issues

Handle content access, membership tier, and general account questions

Triage and tag tickets appropriately; escalate technical issues per SOP

Maintain

Resolve non-technical issues within 24 hours

Communicate with empathy and brand-aligned tone

Billing & Subscription Management

Process cancellations after executing approved retention workflows

Issue refunds up to $100 within authority limits

Manage subscription upgrades/downgrades in Stripe

Investigate and resolve failed payments and update payment methods

Reconcile Stripe subscription data with Supabase records

Respond to billing inquiries (charges, invoices, payment history)

Dispute & Chargeback Management

Monitor Stripe for disputes and chargebacks

Compile and submit evidence packages before deadlines

Escalate disputes over $100 or involving legal language

Implement chargeback prevention strategies

Track dispute outcomes and win rates

Revenue Recovery

Execute dunning sequences (Day 1, 3, 7 outreach)

Conduct follow-ups on expired cards and declined payments

Track involuntary churn and recovery metrics

Run win-back outreach to recently churned members

Reporting & Documentation

Submit weekly reports on ticket volume, billing actions, disputes, and revenue recovery

Maintain internal documentation and knowledge base articles

Log all billing actions with timestamps and rationale

Identify recurring issues and recommend process improvements

Requirements

Minimum 1 year of billing, refunds, cancellations, or payment processing experience

Strong written communication skills with professional, empathetic tone

Experience working independently and managing a ticket queue

High attention to detail and documentation accuracy

Comfort navigating SaaS platforms (e.g., Stripe, Zendesk, Supabase)

Reliable availability during agreed US business hours

Ability to meet KPIs including response time, resolution time, and dispute deadlines

Nice to Have

SaaS or subscription business experience

Zendesk and Stripe hands-on experience

Chargeback/dispute management experience

International payment platform familiarity (Wise, PayPal)

Bilingual (English + Spanish)