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Job Category

Program/Project Management

Job Details

Role Description

The Billing Support Specialist is a critical part of Heroku Business Operations team. This team handles all of the back office operational functions for Heroku. Each month, we charge thousands of customers who utilize the Heroku platform for their business critical applications. In this role, you will manage all aspects of Heroku’s online billing support program.

Your Impact

• Resolve customer billing questions and issues in a timely, professional and accurate manner
• Guide customers through features and functionalities; respond to suspension concerns and account delinquency; close and transfer accounts when needed
• Identify ways to improve customer support and develop new and improved existing customer responses; Act as a customer advocate by sharing suggestions on how to make the platform work better
• Work to maintain resources and tools for internal and external users; Issue Refunds and answer billing related inquiries
• Collaborate cross functionally to support a customer in achieving full problem resolution; Ensure overall internal customer satisfaction benchmark scores
• Identify customer issues and work with engineering teams to address them; Build and develop improved billing features and internal applications by partnering with our engineering teams.

Minimum Qualifications

• Experience with customer support providing consistent, professional and customer centric service
• High school diploma, general education degree or equivalent experience
• Excellent communications skills via Slack, email and other internal platforms; Ability to write clear, concise emails with a friendly, professional tone
• Ability to focus on daily tasks as well as keep a high-level view and understanding of current processes to help identify issues
• Comfortable working independently and collaborating with a team
• Available to travel up to two times a year for week-long team offsite meetings

Preferred Qualifications

• Experience in a customer-facing billings support position
• Experience with our support tools (Salesforce, Zendesk, Trello, etc.)
• Experience with Enterprise Licensing and Provisioning
• PostgreSQL background or experience
• Have previously deployed applications on Heroku and used the Heroku platform

For Colorado-based roles: Minimum annual salary of $47,400. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

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