Billing Support Specialist

Job Description

About The Role: As a Billing Support Specialist at Notion, you will support our customers by addressing escalations related to billing and payments, conducting due diligence on inquiries, and triaging complex issues to our engineering and accounting partners. Youll collaborate across teams to deliver top-tier support, enhance operational workflows, and contribute to the product feedback loop. This role offers the opportunity to sharpen both your analytical and communication skills while interacting with a growing client base, including several Fortune 500 companies. As Notion scales, your contributions will be key in optimizing processes and delivering a seamless customer experience. What Youll Achieve: Provide timely, accurate billing and payment support through channels such as email, Zoom, and Slack. Troubleshoot and resolve payment discrepancies, processing errors, and technical issues by diagnosing root causes and implementing solutions. Collaborate with finance, regional support teams, user operations and enablement teams to gather feedback and improve the payment processing experience. Proactively identify areas for improvement in payment workflows and work with internal teams to enhance systems. Maintain and report on KPIs and provide ad hoc reporting as necessary. Develop and update knowledge base documentation to streamline future support requests. Share insights and best practices with the team to improve overall efficiency and ensure ongoing training on payment-related issues. Skills Youll Need to Bring: 2+ years experience in SaaS billing support Excellent written and verbal communication skills with the ability to distill complex technical topics to non-technical audiences. Strong organizational skills with the ability to manage multiple priorities in a dynamic environment. Proficient in diagnosing and solving complex issues with attention to detail and a proactive mindset. Ability to work independently and collaboratively while adapting to evolving priorities. Nice to Haves: Good knowledge using tools like Stripe and Zendesk. Experience working in a fast-paced start-up environment