Seasoned Customer Support Billing Specialist – Global Billing & Payment Resolution Expert, Remote & Flexible Role at brighthush

About brighthush

brighthush stands at the forefront of the technology services landscape, empowering businesses worldwide to innovate, scale, and transform through cutting‑edge digital solutions. With a vibrant culture that celebrates diversity, creativity, and continuous learning, we are proud to partner with Fortune 500 enterprises, nimble startups, and everything in between. Our mission is simple yet powerful: to help our clients succeed by delivering exceptional service and technology that drives real business outcomes.

Why brighthush?

At brighthush, people are our greatest asset. We foster an inclusive environment where every voice is heard, every idea is valued, and every individual can thrive. As a remote‑first organization, we give you the flexibility to work from anywhere while still feeling connected to a global team of passionate professionals. Our culture is built on transparency, collaboration, and a relentless focus on customer success.

• Competitive Compensation & Benefits: Earn a salary that exceeds industry averages, with comprehensive health coverage from day one, paid time off that can be converted to cash, group life insurance, and performance‑based bonuses.
• Work‑Life Harmony: Flexible schedules and a results‑oriented culture let you balance your professional and personal commitments.
• Career Growth & Learning: Access to a wide range of training programs, certifications, and mentorship opportunities that help you advance your career path.
• Inclusive Team Culture: Join a team that celebrates diversity, promotes equity, and encourages collaboration across all levels.
• Impactful Work: Your contributions directly influence the satisfaction of thousands of customers worldwide.

Job Overview

We are seeking a highly motivated Customer Support Billing Specialist to join our remote support team. In this role, you will be the first line of defense for resolving billing inquiries, payment disputes, and account issues for our global customer base. You will work closely with cross‑functional teams—including Finance, Product, and Engineering—to ensure accurate billing processes and a seamless customer experience.

Key Responsibilities

• Monitor and respond to incoming billing support tickets across multiple channels (email, chat, in‑app, and phone) with a focus on speed and accuracy.
• Investigate and resolve billing discrepancies, payment failures, refunds, chargebacks, and transaction errors while adhering to defined SLAs.
• Maintain detailed, accurate documentation of all customer interactions, resolutions, and follow‑up actions in the ticketing system.
• Identify recurring billing patterns or systemic issues, and collaborate with product and finance teams to implement corrective actions.
• Escalate complex or high‑impact cases to senior support staff or leadership, ensuring timely resolution and customer satisfaction.
• Provide proactive support by offering billing best practices and educational resources to customers.
• Participate in continuous improvement initiatives, including process reviews, knowledge base updates, and training sessions.
• Track and report on key performance metrics such as ticket volume, resolution time, customer satisfaction scores, and SLA compliance.

Essential Qualifications

• Minimum of 1 year of experience in customer support, billing, payments, or fintech environments.
• Proven ability to work within strict SLAs and performance metrics.
• Strong analytical skills with the ability to interpret billing data and identify root causes.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Proficiency with customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow) and analytics tools.
• Experience with payment processing systems, billing platforms, or account management tools.
• Strong documentation habits and ticket management skills.
• High attention to detail and a proactive problem‑solving mindset.
• Empathy and professionalism when handling customer escalations.
• Ability to collaborate effectively with internal teams across time zones.

Preferred Qualifications (Nice to Have)

• Experience with ticketing systems such as Zendesk, Jira Service Desk, or similar platforms.
• Ability to analyze account activity, payment discrepancies, refunds, chargebacks, and transaction errors.
• Knowledge of financial regulations and compliance standards (PCI, GDPR, etc.).
• Background in e‑commerce or subscription‑based billing models.
• Experience working in a remote, distributed team environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Technical Proficiency: Comfortable navigating multiple software tools and quickly learning new systems.
• Analytical Thinking: Ability to dissect complex billing scenarios and propose effective solutions.
• Time Management: Prioritize tasks effectively while maintaining high quality and meeting deadlines.
• Team Collaboration: Work seamlessly with cross‑functional teams to drive continuous improvement.
• Adaptability: Thrive in a fast‑paced, evolving environment with changing priorities.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Support Billing Specialist, you will have access to:

• Structured onboarding and mentorship programs.
• Paid certifications in billing, finance, or customer experience management.
• Internal career pathways to roles such as Billing Analyst, Customer Success Manager, or Product Support Lead.
• Regular knowledge‑sharing sessions, webinars, and workshops with industry experts.
• Opportunities to contribute to process improvement projects and influence product enhancements.

Work Environment & Culture

Our remote work model empowers you to create a workspace that suits your lifestyle. You will be part of a global community that values:

• Transparency and open communication.
• Respect for diverse perspectives and inclusive decision‑making.
• Continuous feedback and recognition.
• Work‑life balance and mental well‑being initiatives.

Compensation & Perks

While specific figures vary based on experience and location, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance starting on day one.
• Paid time off (PTO) with the option to convert unused days to cash.
• Group life insurance and disability coverage.
• Employee stock purchase plan (ESPP) and equity options for eligible roles.
• Annual wellness stipend and access to mental health resources.
• Flexible work hours and remote work stipend.
• Company‑sponsored virtual events, team‑building activities, and community service opportunities.

How to Apply

If you are a dedicated, detail‑oriented professional who thrives on solving complex billing challenges and delivering exceptional customer experiences, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Customer Support Billing Specialist role at brighthush.

Join brighthush and become part of a team that values your unique strengths, supports your growth, and celebrates your success. Apply today and help us shape the future of customer support and billing excellence.