Billing Administrator for SaaS (Chargebee & Paddle)

** Agencies, do not apply. Individuals only. ** We are a SaaS based software company looking for someone to serve as our Billing Administrator and assist with other functions. This is a full-time position working through 4PM ET Monday-Friday, very long-term. If you are not looking for a long-term job (for the next 2+ years), do not apply to this position. We are currently using Chargebee (but migrating to Paddle in the near future). Currently we have a few team members managing different parts of the billing process but we need one Billing Administrator to oversee all of this. This person must have experience with Chargebee. Paddle experience is not needed as you will have time to learn it as we go through the migration. The Billing Administrator will be responsible for: -- Sending Invoices -- Reactivating Subscriptions -- Issuing Refunds -- Cancelling Accounts -- Upgrades/Downgrades -- Record Hygiene (Changing JOE to Joe, looking for duplicate signups) -- Trial Extensions -- Contact Changes -- Changing Next Billing Date -- Billing Calls (just a few) That part of the process isn't that difficult. The difficult part is taking a call from a customer who thinks that they are entitled to a 100% refund even though the terms state that they are only due 25% since they waited 2 months to cancel. I need to know that you have experience with these types of calls and that you can manage it. We direct everyone to contact us through email so that we have written record of the conversation but some do require a phone call. ADDITIONAL TASK Although this job is full-time, the Billing part will just be a few hours a day. In addition to providing the billing functions, which additional roles do you have extensive experience with and would be able to assist with? -- Managing Email Marketing Campaigns -- Optimizing Landing Pages -- Statistical Analysis -- Churn Reduction -- Chat Support -- Quality Assurance Testing -- Lead Tracking -- Sales -- Software Training -- Customer Success Other Knowledge Please reply with a Yes or No beside each item. Based on your experience will depend on which additional tasks will be assigned to you. If helpful, provide additional details. -- Billing: --Chargebee: --Paddle: --ChurnKey: --ChurnZero: -- Live Chat: -- CRM's: -- Zoho -- Ticket Management: -- Phone Support: -- Construction Experience/Knowledge: -- Adding/Modifying Knowledge Bases: -- QuickBooks (Online or Desktop or Both): -- Xero: -- Building/repairing computers: -- Emailing customers (outside of chat): -- Hosting/Server management: -- WordPress: -- ClickUp/Asana/Monday: -- Slack/Teams: -- Phone Support: -- QA Testing: -- SaaS: SOFTWARE EXPERIENCE Please mention the name of software (other than Microsoft and Google) that you have extensive experience with. BACKGOUND Mention the kind of company you worked for when you provided the services mentioned above. If it was with a SaaS company that had customers who were paying for a subscription, mention the company name. Also, tell us what qualifies you for the role and what value do you bring to the table that is outside of job titles that is unique to you. What we expect from the person we hire... -- Experience -You should know how how to perform most all billing options within Chargebee and know how to figure out what is needed for unique billing situations. -- Proper Chat etiquette - Someone who knows the right and wrong way to respond to a customer and can identify the problem and offer encouragement and solutions. -- Goal Oriented - Knows the value in setting goals and holding the team to the goals. -- Self-Motivated - Motivated to improve and make your responsibilities better without having to be told. -- Detail Oriented - Able to multi-task and get stuff done without letting other responsibilities fail. -- Critical Thinker - Able to troubleshoot and look for solutions even if they are not easy to find. -- Quick Learner - Able to learn something quickly without having to be told over and over how to do it. -- Responsible - Understands that if you are given a responsibility, it is your job to make sure if gets done (even if that means asking for help). -- Great Communication - Able to clearly communicate with other team members and customers. – Performer - Someone who is ready to go above and beyond for their customer and the company by their performance and exceeding expectations thereby showing capacity to grow with the company. Hours We want you to work 40 hours/week but if you are willing, you can work up to 60 hours. Mention it in your bid. Work hours must run through 4PM ET. The option to work later does exist. Details matter when it comes to Billing and to make sure you can follow instructions and details given, we will not be considering any bids that do not include the phrase "I reviewed the bid details" at the top of the bid. So be sure to add it as this helps me know that you read the full bid and can follow instructions.