Customer Support - Billing

About the Company

Notion is a collaborative AI workspace designed to help teams and agents think and work together in one shared place. It brings knowledge, projects, meetings, and AI tools into a single environment to make work more efficient, clearer, and less fragmented. People across individual, small-team, and enterprise settings rely on Notion to run their day-to-day operations.

Employees at Notion, referred to as Notinos, help shape the company’s vision by focusing on quality, durability, and the idea that meaningful work remains deeply human. The organization is not simply aiming to release new features; its teams are working to define how people collaborate in the AI era, from creating business systems of record to managing AI agents and reducing repetitive work, so customers can spend more time on higher-value work.

Role Overview

As a Billing Support Specialist, you will handle customer escalations related to billing and payments, investigate inquiries thoroughly, and route more complex issues to engineering and accounting partners when needed. You will work across multiple internal teams to deliver excellent support, improve operational processes, and feed insights back into the product and support ecosystem. This position is designed for someone who can strengthen both analytical thinking and communication skills while supporting a fast-growing customer base, including major enterprise accounts. As the company expands, your work will help improve processes and create a smoother customer experience.

Key Responsibilities

• Deliver fast, accurate assistance for billing and payment issues across email, Zoom, and Slack.
• Investigate payment mismatches, processing failures, and technical problems by identifying the underlying cause and applying the right fix.
• Partner with finance, regional support, user operations, and enablement teams to collect feedback and improve the payment journey.
• Spot opportunities to improve payment-related workflows and work with internal stakeholders to strengthen systems.
• Track and share KPI performance, along with additional reporting as required.
• Create, refine, and maintain knowledge base articles to reduce repeat support demand.
• Exchange learnings and best practices with teammates to improve team efficiency and support ongoing training on payment topics.

Required Qualifications

• At least 2 years of experience supporting billing operations in a SaaS environment.
• Strong written and spoken communication skills, with the ability to explain technical matters in simple terms for non-technical audiences.
• Well-developed organizational ability and comfort managing several priorities in a fast-moving setting.
• Strong troubleshooting ability, with a detail-oriented and proactive approach to solving difficult problems.
• Capability to work both independently and as part of a team while adjusting to changing priorities.

Preferred Experience

• Familiarity with billing and support platforms such as Stripe and Zendesk.
• Prior experience in a high-speed startup environment.

Additional Information

Applicants who are detail-focused, customer-oriented, and motivated by solving complex billing challenges are encouraged to apply. This role contributes to accurate and efficient billing operations while helping maintain a strong customer experience.

Application and Privacy Notice

By submitting an application, you acknowledge that Notion and its affiliates and subsidiaries will collect and process your information in line with its Global Recruiting Privacy Policy.

AI Expectations

Deep AI expertise is not required for every position, but employees are expected to be curious, willing to experiment, and open to using AI as a practical partner in their work. For some roles, AI fluency is explicitly required. People who succeed here use AI to improve their thinking and make their work easier for others to build on.

Equal Opportunity and Accommodations

Notion welcomes applicants from many different backgrounds and encourages people to apply even if they do not match every requirement. The company is an equal opportunity employer and does not discriminate based on any protected characteristic. In line with applicable law, qualified applicants with arrest or conviction records may be considered for employment.

Reasonable accommodations are available during the application process. If you need support because of a disability, you may inform your recruiter.

Notion also states that it does not discriminate in hiring or employment decisions based on race, color, religion, national origin, age, sex, pregnancy-related conditions, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other protected characteristic recognized by law. The company is committed to reasonable accommodations for qualified individuals with disabilities and disabled veterans in its application procedures.