Billing Support Specialist

About the Role

Postman is looking for a Billing Support Specialist to join our Support team in Bangalore.

In this role, you will support customers across multiple billing support channels. Today, this includes email/ticket-based support and live chat, with the possibility of supporting additional channels as our support model evolves. The role requires flexibility to work rotational shifts as part of Postman's 24/5 global billing support coverage model.

The ideal candidate enjoys solving customer problems, has strong written communication skills, is comfortable working across multiple support channels, and can collaborate effectively with internal teams such as Sales, Renewals, Finance, Engineering and Product Support.

Work Schedule

Shift rotations may include:

• 6:00 AM to 3:00 PM IST - Office-based
• 2:00 PM to 11:00 PM IST - Office-based
• 6:00 PM to 3:00 AM IST - Work from home
• 9:00 PM to 6:00 AM IST - Work from home

Saturday and Sunday are regular weekly offs.

Public holiday and festival coverage may be required as part of a planned rotation. Employees working on designated holidays are eligible for holiday pay as per company policy. Employees working eligible night shifts are eligible for a competitive night shift allowance, as per company policy.

What You'll Do

• Manage customer inquiries across billing support channels, including email, ticketing systems, live chat, and additional channels as the billing support model evolves.
• Own customer-reported billing issues from initial contact through resolution or successful escalation.
• Handle billing and subscription-related requests, including invoices, payments, refunds, credits, renewals, cancellations, plan changes, upgrades, downgrades, prorations, and account-related inquiries.
• Deliver clear, accurate, and empathetic customer communication while maintaining defined SLAs.
• Work across platforms such as Zendesk, Salesforce, Jira, Confluence, and other internal tools.
• Triage and route inquiries to the appropriate internal teams.
• Identify and route potential sales opportunities, renewal opportunities, cancellation risks, and account concerns to the right teams.
• Prioritize issues based on severity, urgency, customer impact, SLA, and business requirements.
• Participate in the team's 24/5 global billing support coverage model, including rotational shifts and planned holiday coverage.

About You

• 2 - 4 years of experience in billing support, customer support, customer-facing operations, or a similar role, preferably within a SaaS or technology company.
• Experience handling customer inquiries through email or ticketing platforms.
• Strong understanding of SaaS subscription models, billing cycles, renewals, upgrades, downgrades, prorations, cancellations, refunds, credits, payments, and invoicing.
• Excellent written and verbal communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Experience working with tools such as Zendesk and Salesforce.
• Ability to manage multiple priorities and customer conversations in a fast-paced environment.
• Ability to work effectively with globally distributed teams and cross-functional stakeholders.
• Willingness to work rotational shifts as part of a 24/5 coverage model.
• Willingness to participate in planned public holiday and festival coverage as part of a rotation.

Nice to Have

• Experience handling live chat support in a high-volume customer-facing environment.
• Familiarity with SaaS pricing, packaging, licensing, and subscription management.
• Experience supporting or collaborating with Sales, Renewals, and Finance teams.
• Familiarity with billing systems and invoicing workflows.

This Position Requires

• Candidates to be based in Bangalore or willing to relocate to Bangalore.
• Ability to work from the Bangalore office during assigned day shifts.
• Ability to work from home during assigned night shifts.
• Flexibility to work rotational shifts across APAC, EMEA, and US coverage hours.
• Participation in planned holiday coverage, as required by business needs.

Location: Bangalore, India
Team: Billing Support
Coverage Model: 24/5 global billing support coverage
Work Model: Shift-based hybrid model