Billing Customer Support Specialist

Formstack improves people’s lives with practical solutions to their everyday work. We are looking for the next Stacker to help us accomplish this mission.

Formstack is a remote-first company with team members who live and work across the U.S., Canada, and the globe. We offer more than just a job; we provide a community where you can learn, grow, and thrive your way. Join a dynamic and diverse team that values relationships as much as results. Come build what matters with Formstack.

Molly Lee, Billing Team Lead at Formstack, is looking to hire someone who will complement and strengthen the team.

Who You Are:

You are able to explain and help others understand the problem and solution. You’re an exceptional communicator who can gracefully break down, solve, and explain even the most complex problems. You are always curious to learn more – you might not know all of the answers, but you’re eager to find them. You are not fearful of new technology, are a hard worker who gets things done, and have the ability to switch gears quickly and adjust your priorities and focus appropriately. Most importantly, you LOVE numbers and all things billing! You can easily adapt to change, and work well in a fast-paced, and ever-changing environment.

What You Will Do:

We’re looking for a Billing Customer Support Specialist to help us on the front lines. The Billing Customer Support Specialist will contribute to team and company goals by providing human-centric and timely billing support to our customers with a strong emphasis on providing an excellent experience to our customers. You will work under the direction of the Billing Team Lead and Billing Manager. You will also work closely with the Accounting Team.

How You Will Succeed:

• Communicate complexities in a clear, concise way that is easy for customers to understand
• Think of new and creative ways to solve customer and internal process issues
• Assist in the monitoring of past-due customer accounts
• Work in a fast-paced environment and meet/exceed our set customer inbound ticket quotas
• Ad hoc analysis and project support as requested by management
• Maintain written and/or video process documentation
• Be the primary point-person for incoming billing support requests via email and support
• Perform daily billing tasks including preparation of refunds/credits, issuing invoices, processing of customer account changes, responding to customer billing inquiries, and assisting customers in updating billing information.

What We Are Looking For:

• Working knowledge of billing concepts, particularly SaaS billing
• The ability to effectively multi-task, manage multiple deadlines, and prioritize assignments
• 1-3 year experience in a customer service role focused on billing and/or collections
• Well organized with a high degree of accuracy and attention to detail
• Experience working with and identifying fraudulent credit card activity
• Excellent written and verbal communication skills (English required)
• Must be fluent in written and spoken English

Salary Range:

• $45,000 - $55,000 (USD) + bonus up to 5% of salary
• 401k & Roth w/ safe harbor match (the US and Canada)
• This is a remote position*** What Formstack Offers for Full-Time Employees in the US and Canada:
• Company-paid conferences and extended learning opportunities
• Competitive health plans, Dental, Vision, Disability, and Life Insurance Benefits for US and Canadian full-time employees
• Monthly Health & Wellness and Technology stipends
• Half-day Fridays
• Yearly company and team gatherings
• The most up-to-date technology, including company-issued Macs, the latest software, and other tools needed to excel at your job
• Unlimited PTO for all employees

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. Formstack is dedicated to building a diverse, inclusive, and authentic workplace. if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Formstack is an equal-opportunity employer. We are passionately committed to equitable hiring and boldly dedicated to diversity in our work and staff. We do not discriminate in employment opportunities or practices based on actual or perceived race, color, religion, national origin, sex (including pregnancy, childbirth, or related conditions), age, marital status, sexual orientation, gender identity or expression, veteran status, uniform service member status, disability or any other characteristic protected by law. Women, people of color, bilingual and bicultural individuals, LGBTQ+ persons, and people with disabilities are encouraged to apply.

All data collected in our application process, from resume collection to application questions, is used for recruitment purposes only. We will store it in our applicant tracking system, Lever, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.