Billing Support Specialist

Overview

Postman is looking for a customer-focused and proactive Billing Support Specialist in Bangalore to support customers with billing and subscription inquiries through email, ticketing systems, and live chat, with the possibility of supporting additional channels as the support model evolves.

What you'll do

• Manage customer inquiries across billing support channels, including email, ticketing systems, live chat, and additional channels as the support model evolves.
• Own customer-reported billing issues from initial contact through resolution, coordinating with internal teams and keeping customers informed when escalation is required.
• Handle billing and subscription requests, including invoices, payments, refunds, credits, renewals, cancellations, plan changes, upgrades, downgrades, prorations, and account inquiries.
• Deliver clear, accurate, and empathetic customer communication while meeting defined service-level agreements (SLAs).
• Use Zendesk, Jira, Confluence, and internal tools to investigate issues, document actions, and track resolution.
• Triage and route inquiries to the appropriate internal teams.
• Identify and route potential sales and renewal opportunities, cancellation risks, and account concerns to the relevant teams.
• Prioritise issues based on severity, urgency, customer impact, SLA commitments, and business requirements.
• Maintain accurate and complete customer interaction records across internal systems.
• Contribute to process improvements, documentation updates, and improvements to the customer support experience.
• Participate in rotational shifts and mandatory public holiday and festival coverage as assigned through a planned team rotation.

What you'll need

• 2–4 years of experience in billing support, customer support, customer-facing operations, or a similar role, preferably within a SaaS or technology company.
• Experience handling customer inquiries through email or ticketing platforms.
• Strong understanding of SaaS subscription models and billing processes, including billing cycles, renewals, upgrades, downgrades, prorations, cancellations, refunds, credits, payments, and invoicing.
• Excellent written and verbal communication skills, with the ability to explain billing details clearly.
• Strong analytical, troubleshooting, and problem-solving skills.
• Strong attention to detail when reviewing billing information, processing requests, and maintaining customer records.
• Experience with customer support and CRM tools such as Zendesk and Salesforce.
• Ability to manage multiple priorities and customer conversations in a fast-paced environment.
• Ability to collaborate effectively with globally distributed teams and cross-functional stakeholders.
• Flexibility to work rotational shifts, including overnight shifts, across India, EMEA, and US coverage hours under the work arrangements outlined above.
• Willingness to fulfil mandatory public holiday and festival coverage assignments as part of a planned rotation.

Nice to have

• Experience providing live chat support in a high-volume customer-facing environment.
• Familiarity with SaaS pricing, packaging, licensing, and subscription management.
• Experience supporting or collaborating with Sales, Renewals, and Finance teams.
• Familiarity with billing systems and invoicing workflows.

Details

• Location: Bangalore, India. Candidates must be based in Bangalore or willing to relocate.
• Employment type: Full-time.
• Shift-based hybrid: office-based day/evening shifts and work-from-home night shifts.
• 24/5 global billing support through rotational shifts across India, EMEA, and US business hours.
• Shift timings (IST): 6:00 AM–3:00 PM and 2:00 PM–11:00 PM (office-based); 6:00 PM–3:00 AM and 9:00 PM–6:00 AM (work from home).
• Must work from the Bangalore office during assigned day/evening shifts and have a reliable work-from-home setup for assigned night shifts.
• Public holiday and festival coverage is mandatory and assigned through a planned team rotation.