Billing / Customer Resolution Specialist

We are seeking a Billing Specialist / Customer Resolution Specialist to serve as the single point of ownership for all customer inquiries and billing-related matters. This remote, part-time contractor role combines Tier 1 customer support with end-to-end billing, subscription management, dispute handling, and revenue recovery.

The specialist will manage customer issues from first response through final resolution, with a 24-hour resolution target for non-technical issues. This role replaces the current escalation model by consolidating customer support and billing actions under one accountable owner to improve speed, accuracy, and customer satisfaction.

Responsibilities

Customer Support (Tier 1)

Respond to all customer inquiries via Zendesk (email/help desk)
Resolve login, password, access, and platform navigation issues
Handle content access, membership tier, and general account questions
Triage and tag tickets appropriately; escalate technical issues per SOP
Maintain
Resolve non-technical issues within 24 hours
Communicate with empathy and brand-aligned tone

Billing & Subscription Management

Process cancellations after executing approved retention workflows
Issue refunds up to $100 within authority limits
Manage subscription upgrades/downgrades in Stripe
Investigate and resolve failed payments and update payment methods
Reconcile Stripe subscription data with Supabase records
Respond to billing inquiries (charges, invoices, payment history)

Dispute & Chargeback Management

Monitor Stripe for disputes and chargebacks
Compile and submit evidence packages before deadlines
Escalate disputes over $100 or involving legal language
Implement chargeback prevention strategies
Track dispute outcomes and win rates

Revenue Recovery

Execute dunning sequences (Day 1, 3, 7 outreach)
Conduct follow-ups on expired cards and declined payments
Track involuntary churn and recovery metrics
Run win-back outreach to recently churned members

Reporting & Documentation

Submit weekly reports on ticket volume, billing actions, disputes, and revenue recovery
Maintain internal documentation and knowledge base articles
Log all billing actions with timestamps and rationale
Identify recurring issues and recommend process improvements

Requirements

Minimum 1 year of billing, refunds, cancellations, or payment processing experience
Strong written communication skills with professional, empathetic tone
Experience working independently and managing a ticket queue
High attention to detail and documentation accuracy
Comfort navigating SaaS platforms (e.g., Stripe, Zendesk, Supabase)
Reliable availability during agreed US business hours
Ability to meet KPIs including response time, resolution time, and dispute deadlines

Nice to Have

SaaS or subscription business experience
Zendesk and Stripe hands-on experience
Chargeback/dispute management experience
International payment platform familiarity (Wise, PayPal)
Bilingual (English + Spanish)