{"id":2424441,"url":"https://alion.io/job/shanehummus-customer-support-billing-operations-specialist","title":"Customer Support & Billing Operations Specialist","company":{"id":4417279,"name":"Shane Hummus","domain":"shanehummus.com","url":"https://alion.io/company/shanehummus","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA"],"hiring_countries_total":2,"salary":{"min":1000,"max":2300,"currency":"USD","period":"month","gross":null,"usd_annual":27600},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ClickUp","optional":false},{"name":"Discord","optional":false},{"name":"Slack","optional":false},{"name":"Stripe","optional":false}],"status":"live","first_seen_at":"2026-09-21T17:17:40Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-29T03:57:45Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"The problem this role solves:\nClients need help at two moments that decide whether they stay: the first week, when they're figuring out how everything works, and any moment something breaks or a charge doesn't look right. Slow or unclear help at either point turns a new client into a refund request.\nGoal of this role:\nGet every new client set up and active fast, then be the first and usually only point of contact when anything goes wrong. Respond quickly, diagnose properly, resolve what can be resolved, and hand off the rest with full context so nothing bounces back.\nBe the first and usually the only point of contact for client billing and support issues.\nTicket Ownership & Response\nMonitor and respond to all incoming email, Slack, Discord, and ClickUp tickets within 2 hours during business hours.\n\nMaintain an \"Inbox 0\" policy; no ticket goes unanswered by EOD.\n\nTriage and prioritize by urgency rather than order of arrival.\n\nHandle 50 to 80 tickets per day across all channels.\n\nFollow up on open tickets until fully closed, without being reminded.\n\nAsk precise clarifying questions before escalating; never escalate without a clear summary of the issue and what has already been tried.\n\nEscalate unresolved issues to the Director of Client Success with full context provided upfront.\n\nBilling Operations\nHandle all billing inquiries: refund requests, failed payments, invoice questions, subscription changes, upgrades, and downgrades.\n\nProcess billing updates within your authority level and document every action taken.\n\nIdentify and flag recurring billing issues rather than solving the same problem twenty times.\n\nCoordinate with the Director of Client Success on any billing issue requiring internal action or approval.\n\nSave the save-able cancellations by understanding the real reason behind the request before processing it.\n\nCommunication & Documentation\nProvide support via email, Slack, Discord, and ClickUp, 8 hours per day, Monday to Friday (ET zone).\n\nLog all ticket activity and resolutions in ClickUp accurately and clearly.\n\nKeep notes clean enough that any team member can open a case cold and understand its status in under a minute.\n\nParticipate in daily team meetings and 1-on-1 meetings with the manager.\n\nCollaborate with the Client Success and Coaching departments on accounts that need more than a support fix.\n\nPerformance Monitoring & Reporting\nMaintain average first response time under few hours during business hours.\n\nMaintain a same-day resolution rate of 80% or higher on routine billing tickets.\n\nKeep escalation rate below 90%, meaning most issues are resolved without passing them upward.\n\nMaintain clean, current ClickUp records on every case.\n\nReport recurring issues and process gaps weekly rather than absorbing them silently.\n\nQualifications\n1 to 3 years of experience in customer support, billing support, or a help desk role.\n\nAt least 1 year handling billing directly: refunds, failed payments, and subscription changes.\n\nHands-on experience with ClickUp, Slack, and a billing platform (Stripe or equivalent).\n\nStrong written and spoken English, clear, concise, and professional under pressure.\n\nAbility to ask precise questions and diagnose issues quickly without excessive back and forth.\n\nComfortable handling frustrated customers and de-escalating professionally, including the ones who are right to be upset.\n\nHighly organized, able to hold 30+ open threads at once without losing one.\n\nAble to work M-F 9AM-5PM EST. Must be flexible for additional hours during launches, billing cycles, or platform issues.\n\nWillingness to learn our products deeply enough to answer questions rather than route them.\n\nDisqualifiers\nSlow response times or leaving tickets unanswered.\n\nEscalating issues without first gathering all relevant information.\n\nInability to follow up without being reminded.\n\nNo hands-on experience with a billing platform or a ticketing system.\n\nTreating policy as a substitute for judgment, hiding behind \"that's our policy\" instead of solving the problem.\n\nInability to accept feedback.\n\nInability to maintain professional standards in client communication.\nSloppy or template-only written communication\n\nGoing defensive or cold when a client is upset\n\nLeaving a client without a clear next step or timeline","description_format":"text","description_chars":4282,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T06:56:15Z"}],"visa":[],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.594,"p_room":0.45,"age_days":37,"expected_fill_days":25,"reasons":["conf:1","win:tail","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":27600,"is_top_pay":false},"html_url":"https://alion.io/job/shanehummus-customer-support-billing-operations-specialist","json_url":"https://alion.io/job/shanehummus-customer-support-billing-operations-specialist.json","meta":{"generated_at":"2026-10-29T06:58:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10595,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4417279},"rest":"https://alion.io/mcp/rest/get_company?id=4417279"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshanehummus-customer-support-billing-operations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshanehummus-customer-support-billing-operations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshanehummus-customer-support-billing-operations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shanehummus-customer-support-billing-operations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshanehummus-customer-support-billing-operations-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2424441}},{"tool":"search_jobs","arguments":{"company":"shanehummus.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2424441},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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