AI/SaaS Billing Support Specialist (Work from Home)

How to Apply:

Copy and Paste the Link below in the browser to generate the application form:

https://portal.thrivesource.com/signup/applicant

Rate: $8.5/hr, and earn up to PHP 91,000+/month.

Schedule: US time zones (PST/EST) or EMEA

AI/SaaS Billing Support Specialist (Work from Home)

About the Role

We're looking for experienced, customer-facing technical Billing Support Specialists with a high level of operational AI proficiency and practical experience using AI-driven workflows to join our growing Billing Support team.

The role involves handling billing, payments, subscriptions, and usage-based pricing inquiries for our AI-powered coding tool. It requires a strong technical understanding to explain complex billing logic and usage-based pricing to customers, along with the ability to apply AI tools effectively in practical work scenarios.

Responsibilities:

• Resolve customer-facing billing and account support tickets, including subscription, payment, refund, and usage-related issues, using AI-driven workflows to support investigation and resolution.
• Explain usage-based pricing and billing logic to users.
• Investigate and reproduce billing-related bugs by reviewing account history, usage data, and system logs, and document findings for Engineering.
• Identify and handle fraud- or legal-related inquiries.
• Collaborate with Engineering and Product teams on edge cases.
• Maintain billing FAQs, internal SOPs, and technical documentation
• Identify patterns in billing/system issues and recommend improvements to tooling or policies.

Required Qualifications:

• 1+ years of recent experience with usage-based or subscription billing in a customer-facing role, preferably with a SaaS or AI company.
• High level of operational AI proficiency (e.g., ChatGPT, Claude, Grok, Cursor), demonstrated through practical use in previous work, AI-driven workflows, automation, or self-built agents—not just basic research or response refinement.
• Experience owning billing tickets as an individual contributor from investigation through resolution, rather than primarily escalating billing issues to an SME or specialized team.
• In-depth, hands-on experience with Stripe or a similar modern billing platform, with full access to and ownership of billing workflows rather than limited BPO or restricted-access tools.
• Experience handling billing cases, including refunds, credits, subscription management, proration, payment recovery, or usage-based pricing models.
• Comfortable reasoning about technical or usage-based systems (e.g., quotas, limits, API usage, and consumption-based models).
• Experience working in a high-volume, ticket-based support environment with SLAs.
• Track record of cross-functional collaboration with Engineering, Product, or Compliance teams.
• Strong written English skills and high attention to detail when handling financial data.
• Ability to work independently with minimal supervision.
• Experience creating or contributing to SOPs, knowledge bases, or internal process guides.
• Strong judgment when handling sensitive data, fraud, or legal escalations.
• Based in the Philippines with a stable home internet connection.

Nice to Have Qualifications:

• Experience investigating and troubleshooting technical issues, including reviewing logs, reproducing bugs, and conducting root cause analysis.
• Experience supporting technical users, developers, or API-driven products.
• Strong interest in AI and emerging technologies, with a willingness to learn and stay current with AI-powered products and tools.

Important Note:

We're open to candidates with stronger SaaS/AI technical support backgrounds and less billing experience, provided their billing experience is recent. Success in this role requires recent, hands-on billing experience, the ability to navigate billing platforms (especially Stripe or similar tools), end-to-end ownership of billing cases from investigation through resolution, and a high level of operational AI proficiency.