Billing Support Specialist; CX

Location

San Francisco, California

Full time

Customer Experience

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture, and currently requires members of the CX team to work from our offices 3 days a week. Mondays and Thursdays are our designated company Anchor Days.

As a Billing Support Specialist at Notion, you will support our customers by addressing escalations related to billing and payments, conducting due diligence on inquiries, and triaging complex issues to our engineering and accounting partners. You'll collaborate across teams to deliver top-tier support, enhance operational workflows, and contribute to the product feedback loop. This role offers the opportunity to sharpen both your analytical and communication skills while interacting with a growing client base, including several Fortune 500 companies.

As Notion scales, your contributions will be key in optimizing processes and delivering a seamless customer experience.

• Provide timely, accurate billing and payment support through channels such as email, Zoom, and Slack.

• Troubleshoot and resolve payment discrepancies, processing errors, and technical issues by diagnosing root causes and implementing solutions.

• Collaborate with finance, regional support teams, user operations and enablement teams to gather feedback and improve the payment processing experience.

• Proactively identify areas for improvement in payment workflows and work with internal teams to enhance systems.

• Maintain and report on KPIs and provide ad hoc reporting as necessary.

• Develop and update knowledge base documentation to streamline future support requests.

• Share insights and best practices with the team to improve overall efficiency and ensure ongoing training on payment-related issues.

• Excellent written and verbal communication skills with the ability to distill complex technical topics to non-technical audiences.

• 5+ years of experience in technical support or customer service, preferably within SaaS or fintech.

• Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.

• Proficient in diagnosing and solving complex issues with attention to detail and a proactive mindset.

• Ability to work independently and collaboratively while adapting to evolving priorities.

• Familiarity with business intelligence tools and systems such as Salesforce, Zendesk, Hex, Looker, and Stripe Billing.

• Experience working in a fast-paced start-up environment

• Experience handling complex billing situations in a PLG organization

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Notion is also committed to providing reasonable accommodations for…