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Customer Support - Billing Support Specialist



Customer Service
Posted on Wednesday, June 5, 2024
At airSlate, our journey began in Boston, USA, in 2008. What started as a single product with 3,000 customers has grown into an influential tech company with 1000+ team members across six offices worldwide. In 2022, airSlate reached a total valuation of $1.25 billion and became a 'Unicorn 🦄'. But even as we scale, team members remain our most valuable asset. That's why we've built a company that excites people about their work.
We develop products that serve over 100 million users with no-code workflow automation, electronic signature, and document management solutions. The company's portfolio of award-winning products, signNow, pdfFiller, DocHub, WorkFlow, Instapage, and US Legal Forms, empower teams to digitally transform the way their organizations run.
About Support team:
With over 100 dedicated professionals, we pride ourselves on delivering top-notch support and building meaningful connections with our customers.
And now, we are looking for a Billing Support Specialist who is prepared to contribute to the next chapter of our company's growth.
We’re looking for a customer service-driven Billing Support Specialist who is passionate about resolving billing issues and ensuring customer satisfaction. You will work alongside other Support Specialists and report to the Support Manager. You must be efficient, detail-oriented, and excellent at prioritizing tasks. To be successful in this role, you should also be a great communicator as you will be the first point of contact for our users’ billing needs. Your typical day will start with US prime time and will involve monitoring a ticket/chats/calls queue, ensuring we’re hitting key metrics, and establishing our reputation as a company that offers excellent billing support during all sales and after-sales procedures.

What you'll be working on:

  • Customer Empathy: Exhibits empathy and customer-centricity, understanding customer needs and pain points.
  • Self-Management: Highly organized, able to multitask, and prioritize tasks effectively; meets task deadlines.
  • Conflict Resolution: Effective problem-solving, stress management, empathy, and active listening skills; manages difficult questions and stressful situations.

What we expect from you:

  • Experience of 1+ year in a Support Specialist position, preferably in a billing role.
  • Strong customer service skills and a passion for helping others.
  • Fluent English, with excellent grammar and writing skills.
  • Excellent communication skills.
  • Technical / Sales background is a plus.
  • Flexibility in work hours to accommodate the US market.

What helps you rock:

  • Experience with implementing retention strategies.
  • BA degree in Finance, Accounting, or a related field.
What we offer:
Flexible work environment — We value the advantages of in-person collaboration and prioritize work from our offices in Kyiv and Lviv. However, we also provide flexible work arrangements to accommodate remote or hybrid options and flexible scheduling.
Professional growth opportunities — We are committed to ongoing improvement and welcome those passionate about learning. We cover professional development courses, conferences, literature, English classes, and more for each team member.
Health and well-being — Our team members' health and well-being matter. We offer an in-office gym, massages, complimentary lunches, and nourishing snacks to keep you energized throughout the day. Furthermore, we cover 100% of your health insurance.
Bonuses and compensation — On top of a competitive base salary, our team members are eligible for monthly performance bonuses of up to 10%, determined by their achievements, time commitment, and dedication.
Stock options — At airSlate, our team members are more than employees; they're business partners. We issue stock options that grant ownership in the company, allowing everyone to share in its growth.
Open communication — We encourage transparent communication from all team members at airSlate. Feel free to share your thoughts, ideas, and concerns with our management team, CEO, any member of our leadership team, or any team lead at any time.
We are proud of:
airSlate Care for Ukraine — With a significant number of our team members in Ukraine, our foremost concern was ensuring their safety by providing both financial and logistical assistance to them and their families. What started as an immediate response has evolved into a cornerstone of the airSlate charity program. We match donations contributed by our team members, offer humanitarian aid to those affected by the conflict, distribute food packages to seniors, and support animal shelters. Our commitment remains steadfast in working towards restoring peace to Ukraine.
airSlate Junior Club — Our sense of family extends beyond our team. All team members with children gain access to the airSlate Junior Club, featuring engaging events such as cooking classes, creative activities, and educational online games.
It is airSlate's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalised as a result of such a request. Pursuant to relevant law, where applicable, airSlate will consider for employment qualified applicants with arrest and conviction records.
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