Billing Support Specialist

Databento

6d•Remote

About The Position

The financial industry is growing at a record pace, but our data providers are still stuck in the past — with cumbersome onboarding processes, complicated APIs, slow infrastructure, and expensive licensing costs. Databento is the market data platform for modern finance. The company provides real-time and historical data across futures, options, and equities through a unified API. By owning the entire market data stack end-to-end, Databento is the first platform of its kind to combine the performance and reliability demanded by the world's leading trading firms with a dramatically simpler developer experience. Our team includes alumni of Two Sigma, Citadel Securities, Flow Traders, Tower Research, PDT Partners, SIG, and other top quantitative firms. A meaningful share of our customer support volume is billing-related: invoices, payment issues, accidental charges, disputes, and renewal questions. This role owns that queue end- to-end. You'll be the patient, steady voice who walks a customer through a confusing invoice, hops on a call to sort out a billing dispute, and makes sure our enterprise clients are billed correctly and completely. You'll also take billing-related busywork off our team's plate so we can focus on growing the business.

Requirements

A genuine customer service orientation — patient, personable, comfortable getting on the phone to walk someone through a problem.
Experience resolving billing disputes, collections, or accounts receivable/payable issues.
Comfort working with complex, recurring billing cycles (usage-based or subscription billing a plus).
Prior experience in industries with intricate billing, healthcare billing/insurance coordination, financial services, or similar is a strong plus
Organized and detail-oriented; comfortable owning a process end-to-end with minimal hand-holding.
Experience with billing or invoicing software (e.g., Stripe, NetSuite, QuickBooks) is a plus.
Bachelor's degree
Experience working at a technology, B2B SaaS, or startup company in a similar role is a plus.

Responsibilities

Serve as the primary point of contact for billing-related customer inquiries — invoices, payments, accidental charges, and disputes.
Patiently walk customers through billing questions, explaining charges and resolving issues with a calm, personable approach, while using our internal usage dashboards to look up a customer's data requests and identify the source of a discrepancy (e.g., duplicate requests, overages).
Identify recurring billing questions and contribute improvements to invoicing templates, FAQs, and customer-facing billing documentation.
Set up and maintain enterprise account billing using our internal tools: create subscriptions when a deal closes, generate and send invoices, and keep billing details (company name, address, payment method) current in Stripe.
Help ensure enterprise clients are billed correctly and completely; catch and resolve discrepancies before they become disputes.
Own dunning communications (payment reminders, overdue notices) end-to-end.
Complete supplier/vendor onboarding forms required by enterprise customers.
Manage billing disputes from intake through resolution, looping in Sales or Finance as needed.
Support renewals and mid-term upgrades as enterprise contracts grow more complex, coordinating with Sales on pricing and terms.
Handle Databento's own vendor invoices for data and exchange fees (e.g., paying data providers directly).