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Mixmax is hiring a Billing Support Analyst based in the Philippines to join the billing operations team. This role is part customer support, part billing operations, and part detective work—resolving billing questions from start to finish, diagnosing technical issues, and maintaining accurate Stripe records.
You will report directly to the Billing Team Lead and work across global time zones (NAMER, LATAM, EU) with Customer Support, Customer Success, Sales, and Engineering teams.
In your first 3 months, you will learn Mixmax's plans, pricing, and billing policies; own a share of the billing queue in Intercom (refunds, invoices, plan changes, cancellations); troubleshoot technical billing issues (seat assignment, workspace access, plan status); take over daily past-due invoice follow-up and payment-failure handling; become a reliable backup for the Billing Team Lead; and use AI tools to summarize ticket history, draft replies, and identify efficiencies.
In your first 6 months, you will handle complex cases independently (invoice disputes, proration, credits, sales-led contracts); run recurring reconciliations between Stripe, Salesforce, and product data; write and update billing macros, help-center articles, and process docs; help test and roll out billing automation; and contribute at least one reusable AI or automation workflow.
Key responsibilities include: resolving customer billing inquiries accurately and timely; maintaining Stripe account hygiene (invoices, subscriptions, credits, refunds, payment issues); managing past-due invoice collection and failed-payment follow-up; performing billing accuracy checks and reconciliations; documenting billing processes; answering billing questions in the support queue; diagnosing technical issues behind billing tickets; preparing, correcting, and sending invoices; processing refunds, credits, and cancellations; spotting patterns in billing tickets and turning them into fixes or product feedback; using AI and automation responsibly; and taking on ad-hoc analysis and projects.
Requirements:
- 3+ years of combined experience in technical customer support and billing support (invoicing, payments, refunds, collections)—hands-on experience in both required
- Experience at a technology or SaaS company
- Hands-on experience with Stripe and/or accounting/billing software (QuickBooks, Xero, Chargebee, Zuora, NetSuite)
- Very strong with numbers: proration, percentages, discounts, reconciliations come easily; you check your math without being asked
- Meticulous attention to detail; you catch wrong dates, duplicates, and typos
- Working knowledge of AI tools (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 complicated invoices to frustrated customers clearly and kindly
- Based in the Philippines with a reliable home setup and a schedule that overlaps North American business hours
- Comfortable in a remote, fast-moving organization where processes are still being built and refined
Nice to have:
- Experience with Intercom, Zendesk, or similar support platforms, and with Salesforce
- Background in accounting, finance, or bookkeeping
- Experience with subscription or usage-based billing models
- Comfort with spreadsheets beyond basics (lookups, pivots) or light SQL
