✨ What you’ll be working on

Remote Billing Specialist & Customer Resolution Specialist (Part-Time, $16–$20/hr) – Stripe billing, refunds, chargebacks & SaaS support role

This remote freelance role combines customer support and subscription billing ownership. You will handle tickets, payments, disputes, and revenue recovery using Stripe and Zendesk for a SaaS business.

You will act as the single owner for customer inquiries and billing operations. The role blends Tier-1 support, subscription management, dispute handling, and revenue recovery to improve response time, accuracy, and customer satisfaction.

What You’ll Do

Customer Support (Tier 1)

• Respond to customer inquiries via helpdesk/email (Zendesk)
• Resolve login, password, access, and navigation issues
• Handle membership, account, and content access questions
• Escalate technical issues as per SOP
• Maintain under 1-hour first response time
• Resolve non-technical issues within 24 hours
• Communicate clearly with an empathetic, brand-aligned tone

Billing & Subscription Management

• Process cancellations after retention workflow
• Issue refunds up to $100
• Manage subscription upgrades and downgrades in Stripe
• Fix failed payments and update payment methods
• Reconcile Stripe subscription data with database records
• Answer billing inquiries including invoices and payment history

Dispute & Chargeback Handling

• Monitor disputes and chargebacks in Stripe
• Prepare and submit evidence before deadlines
• Escalate high-risk or legal disputes
• Implement prevention strategies
• Track dispute win rates

Revenue Recovery

• Execute dunning outreach (Day 1, 3, 7)
• Follow up on declined and expired cards
• Run win-back campaigns for churned users
• Track churn and recovery metrics

Reporting & Documentation

• Weekly reporting on tickets, billing actions, disputes, and recovery
• Maintain internal documentation and knowledge base
• Log billing actions with timestamps
• Identify recurring issues and recommend improvements

Requirements

• At least 1 year experience handling billing, refunds, or payment processing
• Strong written communication skills
• Able to independently manage a ticket queue
• High attention to detail and documentation accuracy
• Comfortable with SaaS tools (Stripe, Zendesk, databases)
• Availability during US business hours
• Able to meet response time and resolution KPIs

Nice to Have

• SaaS or subscription company experience
• Hands-on experience with Zendesk and Stripe
• Chargeback or dispute management experience
• Familiarity with Wise or PayPal
• Bilingual English and Spanish

Pay & Benefits

• $16 – $20 per hour
• Remote work from anywhere
• Flexible freelance schedule (~20 hrs/week)
• Long-term contract opportunity