Main responsibilities
Handle complex customer requests through the ticketing system and live chat in Russian and English.
Investigate and resolve discrepancies related to invoices, payments, refunds, credits, service charges, and account balances.
Prepare contracts and coordinate the signing process with customers and internal stakeholders.
Work with internal billing and invoicing platforms, CRM, and other operational systems.
Verify the accuracy of customer, contractual, and billing information.
Coordinate complex cases with Finance, Sales, Account Management, Support, and other departments.
Manage escalations and ensure that customers receive clear, accurate, and timely responses.
Identify recurring billing issues and suggest improvements to internal processes.
Support and mentor less experienced Billing Support Specialists.
Prepare and update instructions for internal and customer-facing knowledge bases.
Participate in testing changes to billing systems and related workflows.
Maintain a high standard of data confidentiality and accuracy.
Our expectations
At least four years of relevant experience in billing support, financial operations, accounts receivable, subscription services, or B2B customer support.
Proven experience independently handling complex billing enquiries, complaints, and escalations.
Good understanding of invoicing, payments, refunds, credit notes, account balances, and reconciliation processes.
Experience preparing, reviewing, or coordinating commercial contracts and related customer documentation.
Confident user of billing platforms, CRM systems, ticketing tools, and invoicing software.
Strong Excel or Google Sheets skills, including formulas, filters, lookups, and pivot tables.
Strong numerical and analytical skills with the ability to investigate discrepancies across multiple systems.
Excellent attention to detail and the ability to work accurately with financial and contractual information.
Ability to prioritize a significant workload and take ownership of cases through to their complete resolution.
Experience coordinating issues with Finance, Sales, Legal, Account Management, and technical departments.
Ability to explain complex billing matters clearly to both customers and internal stakeholders.
Strong business correspondence and customer-communication skills.
Fluency in written and spoken Russian.
English at Upper-Intermediate level or higher, sufficient for meetings, negotiations, and professional correspondence with international customers.
Ability to mentor colleagues, share knowledge, and contribute to process improvement.
Interest in technology and the ability to understand technically complex products and services.
Would be a plus
Experience in the hosting, cloud, telecommunications, SaaS, or other subscription-based industry.
Knowledge of recurring, usage-based, and multi-currency billing models.
Experience working with payment providers, failed transactions, chargebacks, or payment disputes.
