Billing Support Specialist (CX)

Notion•San Francisco, CA

54d•$110,000 - $130,000•Onsite

About The Position

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.

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.

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

Responsibilities

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.

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