Billing Support Analyst - Philippines

Responsibilities

• Answer billing questions in our support queue, explaining charges, proration and plan changes in plain language
• Diagnose the technical issues behind billing tickets, like a seat that is billed but not in use or a user stuck on the wrong plan, and work with
• Support and Engineering to fix them
• Prepare, correct and send invoices; process refunds, credits and cancellations within policy
• Spot patterns in billing tickets and turn them into fixes, process changes or product feedback
• Use AI and automation to work faster, while knowing where accuracy, privacy and customer trust require a human
• Take on ad-hoc analysis and projects that keep billing records correct
• Own a share of the billing queue in Intercom (refunds, invoice questions, plan and seat changes, cancellations) with accurate, on-time responses.
• Contribute at least one reusable AI or automation workflow to the team, such as an invoice-dispute triage prompt or a reconciliation checklist.

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