Support Specialist (Billing) Grafana Self Serve (Remote, EST)

Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? This is an exciting opportunity to join a technology startup in a high growth phase. We are seeking a talented and motivated Billing Specialist to join our customer support team and play a pivotal role in shaping our billing processes and ensuring customer satisfaction.

As a Billing Specialist, you will be a key contributor within the support team, helping address inquiries or issues related to the billing of Grafana products, which will enable the support organization to further scale operations. You will have the exciting opportunity to help drive process improvements, contribute to the team knowledge base, and help further define and grow this role, making it an ideal position for someone who is both detail-oriented and passionate about the customer experience.

Responsibilities:

• Responsible for monitoring support requests and addressing customer inquiries related to billing, payment processing, and invoices promptly and professionally, providing exceptional customer service.
• Investigate and resolve billing discrepancies or disputes, collaborating with cross-functional teams to find effective solutions.
• Triage complex billing related issues to experts via path of escalation.
• Conduct calls with customers when necessary to clarify billing scenarios.
• Continuously evaluate and improve billing processes, identifying areas for optimization and automation to enhance efficiency and accuracy.
• Educate customers on billing procedures, policies, and payment options to ensure clarity and transparency.

Requirements:

• 3+ years of work experience in customer support, focused on billing, accounting, finance, or accounts receivable.
• Experience working with pay-as-you-go monthly billing models; data visualization or data storage product experience is a plus
• Experience working in ticketing systems (Zendesk preferred)
• Proficiency in using billing software and financial systems; experience with cloud-based billing systems is a plus (Smartsheets, NetSuite, Adyen, Google Sheets).
• Strong analytical skills and attention to detail, with the ability to identify and resolve billing discrepancies.
• Exceptional communication and interpersonal skills, with the ability to interact professionally with customers and colleagues.
• Strong problem-solving abilities and a proactive attitude toward process improvement.
• Eagerness to frequently adapt and learn in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.

In the United States, the base compensation range for this role is $60,000 - $65,000.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.