Billing Support Analyst - Philippines

About the role

At the company, we're building the future of how revenue teams work: smarter, faster, and more human. Our platform helps teams stay on top of every conversation by automating busywork, delivering real-time insights, and integrating with the tools they already use.

We're hiring a Billing Support Analyst in the Philippines to join our small but mighty team as one of the go-to contributors and resources for how our customers are billed. You'll resolve billing questions from start to finish, dig into the technical issues that sit underneath them, and keep our Stripe records accurate to the cent. It's part customer support, part billing operations, and part detective work.

This role reports directly to our Billing Team Lead, who reports into Head of Customer Experience. You'll work closely with Customer Support, Customer Success, Sales and Engineering across global time zones (NAMER, LATAM, EU), and you'll help shape how we use AI and automation to make billing faster and more accurate for customers.

If you check that an invoice's line items add up to its total before you read the customer's email, keep reading.

Outcomes

In your first 3 months

• Learn the company's plans, pricing, billing policies and Stripe setup well enough to resolve standard billing tickets on your own.
• Own a share of the billing queue in Intercom (refunds, invoice questions, plan and seat changes, cancellations) with accurate, on-time responses.
• Troubleshoot the technical side of billing tickets, such as seat assignment, workspace access and plan-status issues, before escalating.
• Take over daily past-due invoice follow-up and payment-failure handling.
• Become a reliable backup for the Billing Team Lead, so billing keeps moving when anyone is out.
• Use AI tools day to day to summarize ticket history, draft replies and check your work, with every number verified by hand, and find new efficiencies for the team.

In your first 6 months

• Handle complex cases on your own: invoice disputes, proration questions, credits, and billing setup for sales-led contracts.
• Run recurring reconciliations between Stripe, Salesforce and our product data, and flag mismatches before customers notice them.
• Write and update billing macros, help-center articles and internal process docs
• Help test and roll out billing automation, including AI-assisted ticket handling, and define which billing actions should stay with a human.