Billing Support Specialist

About Postman

Postman is the premier API platform globally, utilized by over 45 million developers and half a million organizations, including 98% of Fortune 500 companies. The company simplifies the API lifecycle and improves collaboration to enable faster and better API creation. Headquartered in San Francisco with offices worldwide including Bangalore where it was founded, Postman is privately funded by leading investors.

Role Overview

We are seeking a Billing Support Specialist to join our Support team located in Bangalore. This role involves assisting customers via multiple billing support channels such as email, ticketing, and live chat. The position requires adaptability to work rotational shifts as part of a 24/5 global billing support schedule. The candidate should have excellent problem-solving skills, strong written communication, and the ability to collaborate effectively with diverse internal teams.

Work Schedule and Shift Details

• 6:00 AM to 3:00 PM IST - Office-based
• 2:00 PM to 11:00 PM IST - Office-based
• 6:00 PM to 3:00 AM IST - Work from home
• 9:00 PM to 6:00 AM IST - Work from home

Weekends (Saturday and Sunday) are regular days off. Coverage during public holidays and festivals might be necessary as part of a rotation, with eligibility for holiday pay and night shift allowance in such cases as per company policies.

Key Responsibilities

• Respond to customer billing queries through multiple channels including email, tickets, and live chat.
• Manage billing-related cases from initial contact through resolution or proper escalation.
• Handle subscription and billing issues like invoices, payments, refunds, credits, renewals, cancellations, plan adjustments, and account inquiries.
• Communicate to customers clearly and empathetically, adhering to established service level agreements.
• Utilize platforms such as Zendesk, Salesforce, Jira, and Confluence in daily tasks.
• Direct inquiries to relevant internal teams based on the issue.
• Identify opportunities for sales, renewals, and cancellation risk mitigation and communicate these to appropriate teams.
• Prioritize tasks based on their impact, urgency, and business needs.
• Participate actively in a 24/5 billing support rotation including holiday coverage.

Candidates Profile

• 2 to 4 years experience in billing or customer support roles, preferably within a SaaS or tech environment.
• Proficient in managing customer interactions via email and ticketing systems.
• Well-versed in SaaS billing concepts including subscription models, cycles, renewals, plan changes, and invoicing mechanisms.
• Excellent communication skills, both written and verbal.
• Strong analytical thinking and problem-solving capabilities.
• Experience working with tools like Zendesk and Salesforce.
• Ability to handle multiple priorities simultaneously in a fast-paced setting.
• Comfortable collaborating with globally dispersed teams and stakeholders.
• Flexible to work rotational shifts covering APAC, EMEA, and US time zones and dedicated holiday shifts.

Preferred Qualifications

• Experience delivering live chat support in a high-volume, customer-centric environment.
• Knowledge of SaaS pricing, packaging, licensing, and subscription management workflows.
• Experience collaborating with Sales, Renewals, and Finance teams.
• Familiarity with billing systems and invoice processes.

Location and Work Model

• Position based in Bangalore; relocation assistance may be considered.
• Office presence required during day shifts; remote work allowed for night shifts.
• Work involves rotational shifts within a hybrid on-site and remote model supporting a global 24/5 schedule.

Benefits and Culture

Postman offers a rewarding pay-for-performance culture, flexible working hours, and a collaborative team environment. Additional perks include comprehensive medical benefits, flexible paid time off, wellness reimbursements, monthly lunch stipends, wellness programs, and team-building events. The company fosters an inclusive workplace aiming to support every employee's potential. Postman emphasizes the value of in-person collaboration, with evolving policies towards increased on-site work to enhance team cohesion.

Company Values and Equal Opportunity

Postman operates with curiosity, transparency, and inclusiveness, focusing on delivering impactful products and fostering a supportive culture where all team members are valued equally. The company is an Equal Employment Opportunity and Affirmative Action employer, welcoming qualified applicants regardless of race, gender, orientation, or other protected characteristics.