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Billing Representative

extra holidays - work from anywhere - fully flexible
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Mexico

Offer summary

Qualifications:

2-3 years of customer-facing experience, Native-level fluency in English, Strong mathematical skills, Experience in web hosting a plus.

Key responsabilities:

  • Manage customer billing issues to resolution
  • Provide accurate feedback and escalate issues
Kinsta logo
Kinsta Information Technology & Services Scaleup https://kinsta.com
201 - 500 Employees
About Kinsta
About us: Kinsta was founded in 2013 with a desire to change the status quo. We set out to create the best WordPress hosting platform in the world, and that’s our promise. At Kinsta, we take managed WordPress hosting and performance to the next level. Powered by Google Cloud Platform and their lightning-fast premium tier network, WordPress users can choose from 25+ data centers around the globe. We host all types of sites, from small blogs up to Fortune 500 customers. Kinsta is obsessed with performance: Imagine a car enthusiast building their dream ride. That's us with WordPress hosting. We love what we do and are obsessed with fine-tuning our servers to deliver maximum speeds. Kinsta is global: We serve thousands of clients from 128 countries around the globe through our 25+ data centers. The only continent we haven't reached yet is Antarctica. Kinsta is local: Wherever it is on the globe, we like to be locals. That's why we hired a remote support team that covers all time zones. We also provide native-speaking support in 6 languages. Kinsta is diverse: Our team is remote-first with some local hubs. This allows us to hire top talent worldwide without boundaries. Our diversity is also our power. We all come from different walks of life, and this widens our unified perspective. It instills an understanding that we can use on a daily basis when interacting with each other or with clients. Kinsta loves WordPress: Just like you, we are all members of the WordPress community: users, developers, and enthusiasts. That's why we build our business around the best CMS in the world. Kinsta is independent: We are proud to be one of the fastest-growing managed WordPress hosts in the industry. This means stability for our platform and, consequently, to your site. Kinsta is deeply rooted in hosting and is here to stay.
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Job description

Kinsta is one of the top-managed WordPress hosting companies, with a growing club of 120,000+ businesses including startups, universities and Fortune 500 firms. We're motivated by excellent quality, and proud to have received a 97% satisfaction rating from our customers.

That's because, to us, each day is a chance to grow. As a team, we continuously inspire each other to learn new and better ways to make an impact. We own our jobs proudly - our leaders don't hold our hands, but they're in our corner whenever we ask for help - and our environment is flexible and remote-first.

We’re looking for an energetic, friendly, and knowledgeable Billing Representative with exceptional communication skills to provide customers with billing assistance via our email ticketing system. This role will report to the Head of Billing.

What You'll Do:
  • Take ownership of billing issues reported by customers and see problems through to resolution.
  • Proactively research, troubleshoot, and identify solutions to potential customer billing issues.
  • Provide prompt, thorough, and accurate feedback to customers.
  • Follow standard procedures for proper escalation of unresolved issues to relevant internal teams.
  • Assist in maintaining all non-standard payment (wire and physical check) customers and ensure invoicing and renewals are properly processed.
  • Monitor overdue subscriptions and plan cancellations via reporting channels to ensure sites and associated services are appropriately removed from servers.
  • Monitor reporting channels daily to ensure subscription issues are investigated and resolved.
  • Spearhead billing-related investigations and projects that may arise as needed.

    • What You'll Bring to the role:
  • 2-3 years of customer-facing experience.
  • Native-level fluency in both written and spoken English.
  • Excellent communication skills to understand and explain billing topics such as complex invoices, prorated charges and fees, and subscription-based and consumption-based billing practices.
  • Hands-on experience working on a billing team
  • Strong mathematical skills.
  • Ability to understand complex financial topics and situations.

    • Bonus points if you:
  • Previous experience in web hosting and/or SAAS spaces. 
  • Previous experience and familiarity with utilizing Stripe.

    • Our Benefits:
  • Annual remote expense budget.
  • Flexible PTO.
  • Paid parental leave.
  • Annual professional development budget: available after one year with Kinsta.
  • Sabbatical: available after three years with Kinsta (and every three years thereafter).
  • Location-specific healthcare benefits (includes vision and dental) for employees hired in the USA, UK, and Hungary.
  • Pension plan for employees hired in the UK, and 401k contributions for employees hired in the USA

    • Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Industry :
    Information Technology & Services
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.
    Are you interested?

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