Billing Representative

Summary

Join Kinsta, a top-managed WordPress hosting company, as a Billing Representative! You will provide billing assistance to customers via email, resolving issues and ensuring accurate invoicing. This role requires 2-3 years of customer-facing experience and strong communication skills, particularly in explaining complex billing topics. The position is remote-first, with a 4 PM—12 Midnight UTC shift, and offers various benefits including flexible PTO, paid parental leave, and professional development opportunities. The ideal candidate will have experience in web hosting and/or SaaS, and strong mathematical skills. Location is limited to the AMERS region.

Requirements

• Previous experience in web hosting and/or SaaS spaces
• 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 that handles subscription-based products
• 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
• Calculate pro-rated amounts for additions and removals of services

Preferred Qualifications

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