Billing Support Specialist

ABOUT THE ROLE

We’re looking for a Billing Support Specialist to play a critical role in shaping our billing experience.

You’ll take ownership of customer billing inquiries across EMEA, partnering directly with customers and working cross-functionally with our Billing Engineering team. Beyond resolving issues, you’ll help identify patterns, improve workflows, and contribute to product enhancements that scale.

This role is ideal for someone who thrives in async, fast-paced environments and is excited about helping millions of customers.

WHAT YOU’LL BE RESPONSIBLE FOR

In this role, you’ll

• Provide initial and timely responses to all support cases for a variety of topics, from billing or pre-sales requests to usage optimization or disputes

• Debug/Identify user-specific issues such as failed payments, unsettled invoices, payment extensions

• Triage support cases including directing users to previous answers, code examples, documentation, or escalating to specific technical or business team members.

• Identify where internal tooling might be developed or obtained to improve support efficiency.

• Reproduce issues, create test cases and improve test coverage, if you have experience with testing.

YOU MIGHT BE A GOOD FIT IF YOU

• Experienced in customer support, with 2+ years of experience providing billing support to technical customers.

• Excellent communication skills and fluency in English.

• Communicate clearly across both technical and non-technical audiences

• Have experience in async or globally distributed teams

• Are comfortable navigating ambiguity and moving quickly

• Being proficient in SQL is a bonus

WHAT WE OFFER

• Fully Remote

We hire globally. We believe you can do your best work from anywhere. There are no the company offices, but we provide a WeWork membership or co-working allowance you can use anywhere in the world.

• ESOP

Every team member receives ESOP (equity ownership) in the company. We want everyone to share in the upside of what we’re building together.

• Tech Allowance

Use this budget to set up your ideal work environment—laptop, monitor, headphones, or whatever helps you do your best work.

• Health Benefits

The company covers 100% of health insurance for employees and 80% for dependents, wherever you are. Your wellbeing and your family’s health are important to us.

• Annual Off-Sites

Once a year, the entire company gathers in a new city for a week of connection, collaboration, and fun. It’s a highlight of our year.

• Flexible Work

We operate asynchronously and trust you to manage your own time. You know what needs to be done and when.

• Professional Development

Every team member receives an annual education allowance to spend on learning—courses, books, conferences, or anything that supports your growth.

ABOUT THE TEAM

The company was born-remote and open-source-first. We believe our globally distributed team is our secret weapon in building tools developers love.

• ~400 team members

• 60+ countries

• 20+ languages spoken

• Over $1B raised (including our $500M Series F)

• 540,000+ community members

We move fast, build in public, and use what we ship. If it’s in your project, we probably use it in ours too. We believe deeply in the open-source ecosystem and strive to support—not replace—existing tools and communities.