Billing Application Associate

hace 5 días

Buenos Aires, Buenos Aires C.F., Argentina Techstars Central LLC A tiempo completo

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

Join our team for the opportunity to:

  1. Work with smart, passionate people every day
  2. Get extreme ownership over your work and results
  3. Be treated like the expert you are
About the Team

The Billing Support Team is part of the wider Customer Experience team, and following our company's mission to empower brands to grow, provide billing support to customers via email to answer their questions and help them optimize their account's usage.

We support a wide range of internal initiatives and tasks, where top-notch cross-functional work is needed with Finance, Engineering, Product, etc. to maintain a seamless Billing Operation in the company for a wide range of requests like deal closing, data analysis, collections, etc.

The Billing Support operation monitors and flags fraud and chargeback issues, takes steps to resolve them as soon as possible, and works on more general requests from the Support operation as needed.

About the Role

The Billing Application Associate is at the core of the Billing Support operation. You are the point of contact for all customer inquiries regarding billing concerns, troubleshooting their billing issues, advice on their subscription options, and mitigating churn risks as they arise. You have great empathy and a customer-first attitude to go above and beyond to assist our merchants and ensure a highly satisfactory experience with us.

You will also work cross-functionally daily, supporting basic internal team requests as well as troubleshooting and investigating change logs in our payment processor to provide insights and workarounds to meet the needs of the company. This role requires that you are proactive, empathetic, a team player, eager to grow and being comfortable in high priority situations where stakes are high and urgency is needed.

What You'll Do
  • Assist clients with their billing and subscription questions, offer plan advisement, navigate churn mitigation and de-escalation, coupon negotiation, educate on basic how-to product and billing questions and provide relevant resources to help them optimize their usage in Gorgias.
  • Understand the customer needs and expected growth and create custom responses that adapt to their needs and can positively impact the business needs, following Gorgias policies and goals.
  • Support internal requests to add coupons, refunds, offer workarounds and explain the options available to help teams reach their targets, fix issues and improve the Billing Operation in Gorgias.
  • Be an expert in our payment processor, payment method options, tax information, Gorgias policies and understand the custom setup behind Gorgias' billable system in order to provide correct solutions, workarounds, troubleshooting for our customers and internal teams.
  • Create and update internal features and documentation related to the internal Billing Support operation.
Who You Are
  • At least 2 years of experience in a Billing Support related role, preferably in a tech/software product in e-commerce.
  • Familiarized with payment processors, with special attention to Stripe and Shopify payments.
  • You are a fast learner who takes great ownership and feels comfortable navigating complex conversations related to billing and finding answers to uncommon questions.
  • Comfortable working in a fast-paced environment with changes and updates happening on a regular basis.
  • Billing troubleshooting (including reporting issues, flagging trends, working with engineering and other teams to align on workarounds, among others).
  • You're driven by a desire to provide exceptional support and work with a customer-first mindset.
  • Located in Buenos Aires and open to work on US timezones, with overlap with APAC timezones.
  • Proficient in English with strong communication skills.
  • Experience in Zapier and SQL is ideal.
Benefits & Perks
  • 5-week vacation.
  • Paid sick leave (15 days).
  • 6 weeks full-remote/year.
  • Paid parental leave (16 Weeks).
  • $300/month for lunch expenses (you'll have your own Gorgias credit card).
  • Included in your offer's calculation, there's a 5% bonus for healthcare to compensate for Private Health costs.
  • Get $700 to set up your workstation at home (working from home should feel breezy).
  • Get $2000 of learning material and wellness support per year Take advantage of these resources to grow in your role and prioritize your personal development and wellness.
  • Every quarter, we organize an online company-wide summit to discuss where we're going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats

This role will be Hybrid, reporting to our Buenos Aires office. Please submit resumes in English for consideration.

Diversity & Inclusion at Gorgias

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let's grow together

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