Who We're Looking For - The Dream Maker

As our Support Billing Specialist, you sit within the Support team as a Tier 2 resource — the go-to expert merchants and frontline agents turn to the moment a billing question goes beyond the surface. You combine the empathy and communication skills of a great support agent with the analytical depth of a billing specialist, owning complex billing investigations, reconciliations, and escalations from first contact to resolution.

You understand Chargeflow's products deeply - Automation, Alerts, and Prevent - and you know exactly how charges are generated across each. You navigate Stripe and Shopify with confidence, read invoices fluently, and can explain a complex billing scenario in plain language to a frustrated merchant. At the same time, you handle day-to-day support across chat and email with the same care and professionalism as any member of the core team.

This is not a pure billing role and it is not a pure support role. It is both and that balance is exactly what makes it impactful.

This role sits within Support and reports to the Head of Customer Support. You will be the first escalation point within Support for all billing-related inquiries, working closely with Finance, Operations, and Product to ensure merchants get accurate, fast, and clear answers.

Your Arena:

Billing Support — Your Primary Specialization

• Serve as the Tier 2 billing escalation point within Support for all B2B merchant billing inquiries
• Own end-to-end investigation of complex billing cases — charges, credits, reconciliation gaps, and
• disputed invoices
• Understand and explain billing logic across all Chargeflow products: Automation (success fees), Alerts (per-prevented billing), and Prevent (per-transaction pricing)
• Navigate Stripe, Shopify, and Chargeflow's internal tools to audit what a merchant was charged, when, and why
• Break down invoices, success fees, and subscription details in language that makes sense to the merchant
• Identify discrepancies, investigate root causes, and perform reconciliation when cases require deeper analysis
• Coordinate with Finance and Operations to resolve billing issues that cannot be resolved within Support alone
• Maintain accurate records of all billing investigations and escalations within CRM and ticketing systems

Customer Support — Your Daily Practice

• Provide exceptional live support to B2B merchants via chat and email across billing, technical, and administrative topics
• Resolve frontline support inquiries across product usage, integrations, account questions, and chargeback workflows
• Provide step-by-step guidance on product features, enrollment processes, and troubleshooting
• Manage escalations and collaborate with internal teams — Product, Alerts Ops, CS — to drive issues to resolution
• Investigate and resolve customer concerns promptly to ensure satisfaction and positive feedback
• Document all interactions, findings, and resolutions accurately in Intercom and internal systems
• Maintain up-to-date knowledge of Chargeflow's products, billing logic, and platform updates