Billing Support Specialist (Fintech)

TL;DR

Billing Support Specialist (Fintech): Handling Tier 2 billing investigations and customer support for B2B merchants with an accent on financial reconciliation, dispute resolution, and platform auditing. Focus on analyzing complex billing scenarios in Stripe and Shopify, resolving chargeback-related inquiries, and coordinating between finance and product teams.

Location: Remote (Philippines)

Company

An AI-driven fintech company specializing in automating chargeback fraud protection for eCommerce merchants.

What you will do

• Serve as the Tier 2 escalation point for complex B2B billing inquiries regarding charges, credits, and reconciliation gaps.
• Audit merchant accounts and investigate billing logic using Stripe, Shopify, and internal proprietary tools.
• Provide high-quality live B2B support via chat and email covering billing, technical, and administrative topics.
• Coordinate with Finance, Operations, and Product teams to resolve systemic billing discrepancies and root causes.
• Manage and document all customer interactions and investigations within Intercom and internal CRM systems.
• Guidance merchants through product features, enrollment processes, and chargeback workflows.

Requirements

• 2+ years of experience in customer support, billing support, or finance-facing client service.
• Native-level English proficiency in both written and verbal communication.
• Advanced Excel proficiency, specifically with pivot tables and VLOOKUP/XLOOKUP for data reconciliation.
• Confidence in navigating Stripe and Shopify for analyzing charges and subscription history.
• Experience using CRM and ticketing systems such as Intercom or Zendesk.
• Must be based in the Philippines.

Nice to have

• Experience working within the fintech, SaaS, or eCommerce sectors.
• Familiarity with chargeback or payment dispute concepts.
• Knowledge of relevant fintech compliance and billing regulations.

Culture & Benefits

• Fully remote work environment.
• Opportunity to work in a tight-knit community of passionate entrepreneurs.
• Backed by top-tier global investors including Sequoia Capital, OpenView, and Viola Growth.
• Focus on product-led growth and innovation in the fight against eCommerce fraud.