billing support specialist (saas / stripe / usage-based billing) - Work From HomeTSG Outsourcing

How to Apply:
Copy and Paste the Link below in the browser to generate the application form:
https://forms.gle/6jCzuQw2WhQsN3Kf8
 
Rate: $7.5/hr, and earn up to PHP 79,000+/month.
Schedule: US time zones (PST/EST)
 
Billing Support Specialist (SaaS / Stripe / Usage-Based Billing) - Work From Home
 
About the Role
We're looking for a highly detail-oriented Billing Support Specialist with recent, hands-on experience supporting SaaS or tech products with subscription or usage-based billing models.
 
This role is best suited for someone who has directly worked inside billing platforms like Stripe, handled complex billing edge cases, investigated technical issues, and collaborated closely with Engineering or Product teams. Candidates coming from purely telco or traditional BPO billing environments without modern SaaS tooling exposure may find the ramp-up challenging.
 
What You'll Do:
Resolve complex billing and subscription issues across a SaaS product environment
Support customers with refunds, credits, proration, subscription management, payment failures, and usage-based billing concerns
Investigate technical and billing-related issues by reviewing logs, reproducing problems, and identifying root causes
Work cross-functionally with Engineering, Product, Compliance, and Support teams to resolve escalations
Handle sensitive billing, fraud, or account escalation cases with sound judgment and attention to detail
Contribute to SOPs, internal documentation, knowledge bases, and process improvements
Maintain accuracy when working with financial and customer data in a fast-paced support environment
Manage a high volume of support tickets while maintaining strong written communication and customer experience standards
Must-Have Qualifications:
4+ years of recent hands-on experience in billing support, technical support, implementation, or customer operations within a SaaS, subscription-based, or tech company
Direct experience working inside billing or payment platforms such as Stripe, not solely through internal BPO tooling
Strong understanding of SaaS billing concepts including:
Subscription management
Proration
Refunds and credits
Payment recovery
Usage-based or consumption-based pricing models
Experience troubleshooting technical or billing-related issues, including reviewing logs, reproducing issues, or performing root cause analysis
Comfortable reasoning about technical systems such as quotas, API usage, usage limits, or consumption-based models
Proven experience collaborating cross-functionally with Engineering, Product, Compliance, or Operations teams
Excellent written English communication skills
High attention to detail, especially when handling financial or billing data
Ability to work independently with minimal supervision
Experience creating or maintaining SOPs, documentation, or internal process guides
Strong judgment when handling sensitive customer, fraud, or escalation scenarios
Based in the Philippines with a reliable home internet connection
Strongly Preferred Qualifications:
Hands-on experience with Stripe or any modern billing platform.
Experience as a Fraud Analyst at Stripe
Experience supporting usage-based or AI-related products
Familiarity with tools such as Jira, Intercom, Zendesk, Sentry, Kibana, Salesforce, or Looker
Experience in high-volume ticket environments with SLA expectations
Exposure to onboarding, implementation support, UAT, or workflow automation tools like Zapier or HubSpot
Experience supporting technical users, developers, or API-driven products
Important Notes for Applicants
 
This role is highly hands-on. We are specifically looking for candidates with recent operational billing experience, not solely leadership oversight or historical billing experience from several years ago.
 
Candidates should be comfortable discussing:
Real billing scenarios they personally resolved
Direct platform/tool usage
Technical troubleshooting approaches
Subscription or usage-based billing models
Cross-functional escalation examples
Experience limited to traditional telco billing or internal-only support tooling may not be sufficient unless paired with strong SaaS exposure or modern billing platform experience.