Customer Service Specialist – Billing, Payments & Commercial Operations (SaaS)

TL;DR

Customer Service Specialist (Billing & Payments): Managing complex billing and payment operations for vacation rental hosts with an accent on transactional troubleshooting and revenue protection. Focus on resolving payment discrepancies, calculating pro-rata subscriptions, and reducing host churn through professional financial support.

Location: Hybrid in Berlin, Germany (Remote up to 50% of the year)

Company

A fast-growing SaaS startup empowering vacation rental hosts to manage their properties efficiently as part of the HomeToGo Group.

What you will do

• Resolve complex billing cases via phone, chat, and email with a First Response Time of less than 12 hours.
• Troubleshoot transactional discrepancies between the platform and payment gateways like Stripe and PayPal.
• Perform high-precision financial tasks, including pro-rata calculations and VAT-compliant refunds.
• Collaborate with debt collection partners and internal departments to resolve payment disputes and protect revenue.
• Document recurring billing bugs and manual workarounds to improve team efficiency and drive automation.
• Prevent host churn by providing solution-oriented support during high-stress failures.

Requirements

• Solid experience in SaaS payment flows, transactional troubleshooting, and refund management.
• High financial literacy, specifically in calculating VAT and net/gross amounts.
• Fluent English and professional proficiency in German, Spanish, or Italian.
• Experience navigating CRM environments, specifically Zendesk (Macros, SLA-views).
• Ability to prioritize tasks effectively in a dynamic, high-pressure environment.

Culture & Benefits

• Flexible work model: remote for up to 50% of the year, including up to 63 working days abroad.
• Generous time off: 27 vacation days, increasing up to 32 based on tenure.
• Professional growth: Mentorship program, German classes, and clear performance-based pathways.
• Well-being: Dog-friendly office, mental health support, and Wellhub (Gympass) contribution.
• Perks: Corporate discounts via FutureBens and anniversary bonuses.

Hiring process

• 30-minute call with a recruiter.
• 45-60 minute call with the future manager.
• 45-60 minute technical assessment with a peer or stakeholder.
• 30-minute call with future team members.
• Reference check and offer.