Billing Support Specialist Job at Notion (San Francisco)

Job Description

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.

Job Responsibility

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

Requirements

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
You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results

Nice to have

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

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Billing Support Specialist

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