11 days ago
Billing / Customer Resolution Specialist
Braintrust
Hybrid
Part Time
$55,000
Hybrid
Job Overview
Job TitleBilling / Customer Resolution Specialist
Job TypePart Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary$55,000
LocationHybrid
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Job Description
Role Description
We are seeking a Billing / 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)
Key skills/competency
- Customer Service
- Billing Management
- Zendesk
- Stripe
- Subscription Management
- Dispute Resolution
- Revenue Recovery
- Payment Processing
- Documentation
- SaaS Platforms
How to Get Hired at Braintrust
- Research Braintrust's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Highlight experience in billing, customer support, and SaaS platforms like Zendesk and Stripe, emphasizing independent work.
- Showcase problem-solving skills: Prepare examples of how you've successfully resolved complex customer billing issues or disputes with empathy and efficiency.
- Demonstrate independent work: Emphasize your ability to manage ticket queues, prioritize tasks, and meet deadlines autonomously in a remote setting.
- Master Braintrust's interview process: Practice communicating with a professional, empathetic tone and demonstrate your attention to detail and documentation accuracy.
Frequently Asked Questions
Find answers to common questions about this job opportunity
01What is the typical resolution time for non-technical customer issues for a Billing / Customer Resolution Specialist at Braintrust?
02What platforms are essential for the Billing / Customer Resolution Specialist role at Braintrust?
03How does Braintrust handle dispute and chargeback management in this role?
04What are the revenue recovery responsibilities for this Billing / Customer Resolution Specialist position at Braintrust?
05What kind of reporting and documentation is required for the Billing / Customer Resolution Specialist at Braintrust?
06Is the Billing / Customer Resolution Specialist role at Braintrust a full-time or part-time position?
07What is the authority limit for issuing refunds for a Billing / Customer Resolution Specialist at Braintrust?
08What experience is considered 'nice to have' for this Braintrust role?
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