Billing Support Analyst - Philippines

Headquarters: Philippines – remote At Mixmax, we're building the future of how revenue teams work: smarter, faster, and more human. Our platform helps teams stay on top of every conversation by automating busywork, delivering real-time insights, and integrating with the tools they already use. We're hiring a Billing Support Analyst in the Philippines to join our small but mighty team as one of the go-to contributors and resources for how our customers are billed. You'll resolve billing questions from start to finish, dig into the technical issues that sit underneath them, and keep our Stripe records accurate to the cent. It's part customer support, part billing operations, and part detective work. This role reports directly to our Billing Team Lead, who reports into Head of Customer Experience. You'll work closely with Customer Support, Customer Success, Sales and Engineering across global time zones (NAMER, LATAM, EU), and you'll help shape how we use AI and automation to make billing faster and more accurate for customers. If you check that an invoice's line items add up to its total before you read the customer’s email, keep reading. Outcomes In your first 3 months Learn Mixmax’s plans, pricing, billing policies and Stripe setup well enough to resolve standard billing tickets on your own. Own a share of the billing queue in Intercom (refunds, invoice questions, plan and seat changes, cancellations) with accurate, on-time responses. Troubleshoot the technical side of billing tickets, such as seat assignment, workspace access and plan-status issues, before escalating. Take over daily past-due invoice follow-up and payment-failure handling. Become a reliable backup for the Billing Team Lead, so billing keeps moving when anyone is out. Use AI tools day to day to summarize ticket history, draft replies and check your work, with every number verified by hand, and find new efficiencies for the team. In your first 6 months Handle complex cases on your own: invoice disputes, proration questions, credits, and billing setup for sales-led contracts. Run recurring reconciliations between Stripe, Salesforce and our product data, and flag mismatches before customers notice them. Write and update billing macros, help-center articles and internal process docs Help test and roll out billing automation, including AI-assisted ticket handling, and define which billing actions should stay with a human. Contribute at least one reusable AI or automation workflow to the team, such as an invoice-dispute triage prompt or a reconciliation checklist. What you'll own Accurate, timely resolution of customer billing inquiries from first reply to close. Stripe account hygiene: invoices, subscriptions, credits, refunds and payment issues. Past-due invoice collection and failed-payment follow-up. Billing accuracy checks and reconciliations across our systems. Clear documentation of billing processes, so knowledge doesn’t live in one person’s head What you'll be doing Answer billing questions in our support queue, explaining charges, proration and plan changes in plain language Diagnose the technical issues behind billing tickets, like a seat that is billed but not in use or a user stuck on the wrong plan, and work with Support and Engineering to fix them Prepare, correct and send invoices; process refunds, credits and cancellations within policy Spot patterns in billing tickets and turn them into fixes, process changes or product feedback Use AI and automation to work faster, while knowing where accuracy, privacy and customer trust require a human Take on ad-hoc analysis and projects that keep billing records correct What we’re looking for 3+ years of combined experience in technical customer support and billing support (invoicing, payments, refunds, collections). You need hands-on experience in both. Experience at a technology or SaaS company Hands-on experience with Stripe and/or accounting and billing software (e.g., QuickBooks, Xero, Chargebee, Zuora, NetSuite) You are very strong with numbers. Proration, percentages, discounts and reconciliations come easily to you, and you check your math without being asked. You are meticulous. You catch the wrong date, the duplicate line and the typo in an email domain. Working knowledge of AI tools (e.g., ChatGPT, Claude, Gemini, or AI features in support tools). You can explain how you use them, how you check their output, and what you won’t put into them. Fluent written and spoken English. You can explain a complicated invoice to a frustrated customer clearly and kindly. Based in the Philippines, with a reliable home setup and a schedule that overlaps North American business hours (we'll agree on it together). Comfortable in a remote, fast-moving organization where processes are still being built and refined. Nice to have Experience with Intercom, Zendesk or a similar support platform, and with Salesforce Background in accounting, finance or bookkeeping Experience with subscription or usage-based billing models Comfort with spreadsheets beyond the basics (lookups, pivots) or light SQL Core competencies Numeracy: Fast, accurate reasoning with money, dates and percentages Accuracy & detail: Gets it right the first time and catches what others miss Billing operations: Knows how invoices, subscriptions, proration, refunds and collections actually work Technical troubleshooting: Separates a billing problem from a product problem and finds the root cause AI fluency & judgment: Uses AI to go faster and knows when not to Clear, calm communication: Turns confusing charges into answers customers trust Judgment & integrity: Applies policy fairly, escalates the right things, and treats customer money with care Why Mixmax? Remote-first with async-friendly workflows and a globally distributed team. A product with strong market fit and a loyal, engaged customer base. A culture that values autonomy, quality, innovation and momentum. Competitive compensation and flexible time off. An inclusive, thoughtful team that values long-term success for customers and for each other. Our commitment to diversity and inclusion At Mixmax, we know that nobody’s perfect and that no one ever matches 100% of a job description. That’s okay. Diversity and inclusion are core to our culture, and we’re committed to building a more inclusive and open workplace. No matter your background or how you identify, if you're excited about this role, please apply. #J-18808-Ljbffr