Billing Representative

Summary

Join Kinsta, a leading managed WordPress hosting company, as a Billing Representative! In this role, you will provide exceptional customer service by resolving billing issues via email, proactively identifying and troubleshooting problems, and ensuring accurate and timely feedback. You will also assist with non-standard payments, monitor subscriptions, and spearhead billing-related investigations. This remote-first position requires 2-3 years of customer-facing experience, excellent communication skills, and strong mathematical abilities. Kinsta offers a flexible PTO policy, paid parental leave, professional development budget, sabbatical opportunities, and location-specific healthcare benefits.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Previous experience in web hosting and/or SAAS spaces
• Previous experience and familiarity with utilizing Stripe

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