Billing Support Specialist (SaaS)

Location: San Francisco or Boston — hybrid

Salary: $80K–$110K annually

Company

hirify.global develops an AI code review platform for developers and software teams, supporting pull requests, IDE changes, and CLI commits.

What you will do

• Own billing support tickets covering subscriptions, refunds, credits, payments, invoices, seat adjustments, and subscription transfers.
• Provide accurate and timely guidance on billing policies, charges, and subscription options.
• Evaluate refund exceptions, billing disputes, and other sensitive customer requests using sound judgment.
• Investigate billing discrepancies and collaborate with Customer Success, Finance, and Engineering to resolve complex issues.
• Document tickets, follow up through resolution, and contribute to knowledge bases and consistent billing practices.
• Identify recurring issues and improve billing processes, documentation, workflows, and resolution times.

Requirements

• At least 2 years of experience in customer support, billing support, subscription management, or a related customer-facing role.
• Business fluency in English and excellent written and verbal communication skills.
• Strong understanding of subscription billing, including recurring payments, renewals, credits, refunds, and cancellations.
• Strong problem-solving skills and the ability to make thoughtful decisions in complex customer situations.
• Customer-first mindset with the ability to balance customer satisfaction and company policies.
• Experience handling difficult or sensitive customer conversations.
• Strong attention to detail, organizational skills, and ability to manage multiple customer requests.
• Ability to work independently and collaborate effectively with cross-functional teams.

Nice to have

• Billing operations experience at a SaaS or subscription-based company.
• Familiarity with Chargebee, Stripe, or similar billing platforms.
• Experience with Pylon, Zendesk, Intercom, or similar customer support platforms.
• Understanding of seat-based pricing, trials, upgrades, and downgrades.
• Experience handling billing escalations, disputes, and customer retention situations.
• Basic technical troubleshooting experience or experience working with technical support teams.
• Experience supporting customers across multiple regions and time zones.

Culture & Benefits

• Collaborative, innovative environment focused on collective intelligence and customer impact.
• Work on AI technology with real-world impact and complex long-term challenges.
• Competitive salary, equity, and benefits.
• Professional development opportunities.
• Provide billing support coverage across different time zones as needed.