Customer Support - Billing

WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. ABOUT THE ROLE: As a Billing Support Specialist at Notion, you will support our customers by addressing escalations related to billing and payments, conducting due diligence on inquiries, and triaging complex issues to our engineering and accounting partners. You'll collaborate across teams to deliver top-tier support, enhance operational workflows, and contribute to the product feedback loop. This role offers the opportunity to sharpen both your analytical and communication skills while interacting with a growing client base, including several Fortune 500 companies. As Notion scales, your contributions will be key in optimizing processes and delivering a seamless customer experience. WHAT YOU'LL ACHIEVE: - Provide timely, accurate billing and payment support through channels such as email, Zoom, and Slack. - Troubleshoot and resolve payment discrepancies, processing errors, and technical issues by diagnosing root causes and implementing solutions. - Collaborate with finance, regional support teams, user operations and enablement teams to gather feedback and improve the payment processing experience. - Proactively identify areas for improvement in payment workflows and work with internal teams to enhance systems. - Maintain and report on KPIs and provide ad hoc reporting as necessary. - Develop and update knowledge base documentation to streamline future support requests. - Share insights and best practices with the team to improve overall efficiency and ensure ongoing training on payment-related issues. SKILLS YOU'LL NEED TO BRING: - 2+ years experience in SaaS billing support - Excellent written and verbal communication skills with the ability to distill complex technical topics to non-technical audiences. - Strong organizational skills with the ability to manage multiple priorities in a dynamic environment. - Proficient in diagnosing and solving complex issues with attention to detail and a proactive mindset. - Ability to work independently and collaboratively while adapting to evolving priorities. NICE TO HAVES: - Good knowledge using tools like Stripe and Zendesk. - Experience working in a fast-paced start-up environment If you are a detail-oriented individual with a passion for providing exceptional customer service and resolving complex billing issues, we would love to hear from you. Join our team as a Tier 3 Billing Specialist and contribute to our commitment to accurate and efficient billing processes while ensuring customer satisfaction. By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550. https://dev.notion.so/a3ce416456924276a59de91bca740028?pvs=21 #LI-Onsite A NOTE ON AI You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI f