Billing Support Specialist

Who Are We? Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster. The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman. P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman. About the Role Postman is looking for a Billing Support Specialist to join our Support team in Bangalore. In this role, you will support customers across multiple billing support channels. Today, this includes email/ticket-based support and live chat, with the possibility of supporting additional channels as our support model evolves. The role requires flexibility to work rotational shifts as part of Postman’s 24/5 global billing support coverage model. The ideal candidate enjoys solving customer problems, has strong written communication skills, is comfortable working across multiple support channels, and can collaborate effectively with internal teams such as Sales, Renewals, Finance, Engineering and Product Support. Work Schedule Shift rotations may include: 6:00 AM to 3:00 PM IST - Office-based 2:00 PM to 11:00 PM IST - Office-based 6:00 PM to 3:00 AM IST - Work from home 9:00 PM to 6:00 AM IST - Work from home Saturday and Sunday are regular weekly offs. Public holiday and festival coverage may be required as part of a planned rotation. Employees working on designated holidays are eligible for holiday pay as per company policy. Employees working eligible night shifts are eligible for a competitive night shift allowance, as per company policy. What You’ll Do Manage customer inquiries across billing support channels, including email, ticketing systems, live chat, and additional channels as the billing support model evolves. Own customer-reported billing issues from initial contact through resolution or successful escalation. Handle billing and subscription-related requests, including invoices, payments, refunds, credits, renewals, cancellations, plan changes, upgrades, downgrades, prorations, and account-related inquiries. Deliver clear, accurate, and empathetic customer communication while maintaining defined SLAs. Work across platforms such as Zendesk, Salesforce, Jira, Confluence, and other internal tools. Triage and route inquiries to the appropriate internal teams. Identify and route potential sales opportunities, renewal opportunities, cancellation risks, and account concerns to the right teams. Prioritize issues based on severity, urgency, customer impact, SLA, and business requirements. Participate in the team’s 24/5 global billing support coverage model, including rotational shifts and planned holiday coverage. About You 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, billing cycles, renewals, upgrades, downgrades, prorations, cancellations, refunds, credits, payments, and invoicing. Excellent written and verbal communication skills. Strong analytical, troubleshooting, and problem-solving abilities. Experience working with tools such as Zendesk and Salesforce. Ability to manage multiple priorities and customer conversations in a fast-paced environment. Ability to work effectively with globally distributed teams and cross-functional stakeholders. W