Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

Join our team for the opportunity to:

👩🏼‍💻Work with smart, passionate people every day

💪 Get extreme ownership over your work and results

🧠 Be treated like the expert you are

About the Team

🪴 The Billing Support Team is part of the wider Customer Experience team, and following our company’s mission to empower brands to grow, provide billing support to customers via email to answer their questions and help them optimize their account’s usage.

🏦 On top of that, we support a wide range of internal initiatives and tasks, where top-notch cross-functional work is needed with Finance, Engineering, Product, etc. to maintain a seamless Billing Operation in the company for a wide range of requests like deal closing, data analysis, collections, etc.

👮🏼 Finally, the Billing Support operation monitors and flags fraud and chargeback issues, take steps to resolve them as soon as possible, and works on more general requests from the Support operation as needed.

About the Role

The Billing Application Associate is at the core of the Billing Support operation. You are the point of contact for all customer inquiries regarding billing concerns, troubleshooting their billing issues, advice on their subscription options, and mitigating churn risks as they arise. You have great empathy and a customer-first attitude to go above and beyond to assist our merchants and ensure a highly satisfactory experience with us.

You will also work cross-functionally daily, supporting basic internal team requests as well as troubleshooting and investigating change logs in our payment processor to provide insights and workarounds to meet the needs of the company. This role requires that you are proactive, empathetic, a team player, eager to grow and being comfortable on high priority situations where stakes are high and urgency is needed.

What You’ll Do

• Assist clients with their billing and subscription questions, offer plan advisement, navigate churn mitigation and de-escalation, coupon negotiation, educate on basic how-to product and billing questions and provide relevant resources to help them optimize their usage in Gorgias.

• Understand the customer needs and expected growth and create custom responses that adapt to their needs and can positively impact the business needs, following Gorgias policies and goals

• Support internal requests to add coupons, refunds, offer workarounds and explain the options available to help teams reach their targets, fix issues and improve the Billing Operation in Gorgias

• Be an expert our payment processor, payment method options, tax information, Gorgias policies and understand the custom setup behind Gorgias’ billable system in order to provide correct solutions, workarounds, troubleshooting for our customers and internal teams

• Create and update internal features and documentation related to the internal Billing Support operation

Who You Are

• At least 2 years of experience in a Billing Support related role, preferrably on a tech/software product in e-commerce

• Familiarized with payment processors, with special attention in Stripe and Shopify payments

• You are a fast learner who takes great ownership and feels comfortable navigating complex conversations related to billing and finding answers to uncommon questions

• Comfortable working on a fast-paced environment with changes and updates happening on a regular basis

• Billing troubleshooting (including reporting issues, flagging trends, working with engineering and other teams to align on workarounds, among others)

• You’re driven by a desire to provide exceptional support and working with a customer-first mindset

• Are located in Buenos Aires and open to work on US timezones, with overlap with APAC timezones.

• Experience in Zapier and SQL is ideal

Benefits & Perks

• 🏖️ 5-week vacation

• 🤕 Paid sick leave (15 days)

• 🌏 6 weeks full-remote/year

• 🧸 Paid parental leave (16 Weeks)

• 🍽️ $300/month for lunch expenses (you'll have your own Gorgias credit card)

• 🏥 Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs

• 💆🏻‍♀️ Get $700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get $2000 of learning material and wellness support per year! Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

This role will be Hybrid, reporting to our Buenos Aires Office

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com