Customer Support Specialist (Billing)

About airSlate

airSlate is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions. Our award-winning products - SignNow, pdfFiller, DocHub, altaFlow, Instapage, and US Legal Forms - serve over hundreds of millions of users and more than one million customers worldwide, helping organizations of every size digitize processes, improve efficiency, and transform how they work.

We’re in an exciting phase of growth and transformation, with teammates in more than 20 countries across three continents and main hubs in the United States, Poland, Romania, Ukraine and Philippines.

At airSlate, we’re building value for customers and a culture where growth and innovation go hand in hand. We’re looking for people eager to shape products, scale a company, and thrive in a fast-moving environment.

About pdfFiller team:

We are a passionate and ambitious team of 120+ people on a mission to succeed with our online PDF creator and editor – pdfFiller.

pdfFiller empowers over 10 million users every month to create and edit PDFs, send them for signing, and securely store documents within a single application. Offering unlimited storage, unlimited templates, and cross-platform integration, pdfFiller is the only PDF editor needed to get your document done.

And now, we are looking for a Customer Support Representative who is prepared to contribute to the next chapter of our company's growth.

We’re looking for a customer service driven IT Support Specialist that is passionate about finding solutions to difficult problems. You will work alongside other Support Specialists and report to the Support Manager.

You must be efficient, detail-oriented and great at prioritization. To be successful in this role, you should also be a great communicator as you will be the first line of defense for our users’ needs. Your typical day will start with US prime time and will be filled with monitoring a ticket/chats/calls queue, ensuring we’re hitting key metrics, and establishing our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

What you'll be working on:

Resolving all types of support issues received via ticketing system, chat or phone;

Managing issue tickets via Jira, communicating with the Development and QA to resolve these issues in a timely manner;

Support customers by providing helpful information, answering questions, and responding to complaints;

Being the front line of support for clients and customers, help ensure they are satisfied with products, services, and features;

Manage large amounts of incoming inquiries;

Identify and assess customers’ needs to achieve satisfaction;

Build sustainable relationships of trust through open and interactive communication;

Meet personal/team targets;

Follow communication procedures, guidelines and policies;

Go the extra mile to engage customers.

RESPONSIBILITIES:
• Respond to support requests via calls/tickets or chats/tickets promptly and accurately;

• Identify opportunities to boost customer satisfaction (successful retention);

• Maintain internal QC standards;

• Proactively identify recurring issues and suggest process improvements to team leads;

• Update and manage customer accounts and profiles to fulfill their requests;

• Maintain effective and timely communication within the team and with customers;

• Invest into studies (reading updates,checkingKB, attendind team trainings);

• Meet the personal and input to team KPIs.

Requirements:
• 1+ year in a Support Specialist position, preferably in a billing role.

• Experience in tickets/calls/chats.

• Retention/ Sales background is a plus.

• Strong customer service skills and a passion for helping others.

• Fluent English, with excellent grammar and writing skills.

• Excellent communication skills.

• Flexibility in work hours to accommodate the US market.

• Will be a plus:
BA degree in Finance, Accounting, or a related field.

If you're seeking a dynamic environment that encourages creativity, collaboration, and continuous improvement, you've come to the right place. Join us as we transform the way organizations operate and leave a positive impact on millions of users worldwide🚀.

What we offer

Flexible working environment - Our teams operate across the globe. We value in‑person collaboration in our hubs, but we also embrace remote and hybrid working. You can work from one of our offices in the United States, Poland, Romania or Ukraine, or remotely from many countries.

Competitive compensation - We offer salaries that reflect local market conditions and experience, and a performance-based bonus system.

Professional growth and learning - We invest in your development through courses, conferences, and access to learning resources. We encourage career growth and internal mobility, supporting teammates who want to explore new opportunities within airSlate.

Health and well‑being - We provide comprehensive benefits tailored to each country, including health coverage, wellness programmes and access to fitness options. We also dedicate quarterly company-wide Mental Health Days, when everyone takes time off to rest and recharge.

Family‑friendly culture - Family life is part of who we are, and we embrace it in many forms. From flexibility for parents to our airSlate Junior Club for kids, to company-wide family days and our pet-friendly approach, we’re committed to making work and life easier to balance.

Giving back - We support charitable initiatives around the world through the airSlate Care programme. Our current focus includes humanitarian aid in Ukraine and other regions, matching employee donations and supporting causes chosen by our teams.

Open communication - We encourage transparent dialogue at all levels. From team discussions to company-wide Q&A sessions with our CEO, we make sure everyone has the chance to be heard and to influence how we grow.

It is airSlate's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, airSlate will consider for employment qualified applicants with arrest and conviction records.

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