The problem this role solves:
Clients 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.
Goal of this role:
Get 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.
Be the first and usually the only point of contact for client billing and support issues.
Ticket Ownership & Response
Monitor and respond to all incoming email, Slack, Discord, and ClickUp tickets within 2 hours during business hours.
Maintain an "Inbox 0" policy; no ticket goes unanswered by EOD.
Triage and prioritize by urgency rather than order of arrival.
Handle 50 to 80 tickets per day across all channels.
Follow up on open tickets until fully closed, without being reminded.
Ask precise clarifying questions before escalating; never escalate without a clear summary of the issue and what has already been tried.
Escalate unresolved issues to the Director of Client Success with full context provided upfront.
Billing Operations
Handle all billing inquiries: refund requests, failed payments, invoice questions, subscription changes, upgrades, and downgrades.
Process billing updates within your authority level and document every action taken.
Identify and flag recurring billing issues rather than solving the same problem twenty times.
Coordinate with the Director of Client Success on any billing issue requiring internal action or approval.
Save the save-able cancellations by understanding the real reason behind the request before processing it.
Communication & Documentation
Provide support via email, Slack, Discord, and ClickUp, 8 hours per day, Monday to Friday (ET zone).
Log all ticket activity and resolutions in ClickUp accurately and clearly.
Keep notes clean enough that any team member can open a case cold and understand its status in under a minute.
Participate in daily team meetings and 1-on-1 meetings with the manager.
Collaborate with the Client Success and Coaching departments on accounts that need more than a support fix.
Performance Monitoring & Reporting
Maintain average first response time under few hours during business hours.
Maintain a same-day resolution rate of 80% or higher on routine billing tickets.
Keep escalation rate below 90%, meaning most issues are resolved without passing them upward.
Maintain clean, current ClickUp records on every case.
Report recurring issues and process gaps weekly rather than absorbing them silently.
1 to 3 years of experience in customer support, billing support, or a help desk role.
At least 1 year handling billing directly: refunds, failed payments, and subscription changes.
Hands-on experience with ClickUp, Slack, and a billing platform (Stripe or equivalent).
Strong written and spoken English, clear, concise, and professional under pressure.
Ability to ask precise questions and diagnose issues quickly without excessive back and forth.
Comfortable handling frustrated customers and de-escalating professionally, including the ones who are right to be upset.
Highly organized, able to hold 30+ open threads at once without losing one.
Able to work M-F 9AM-5PM EST. Must be flexible for additional hours during launches, billing cycles, or platform issues.
Willingness to learn our products deeply enough to answer questions rather than route them.
Slow response times or leaving tickets unanswered.
Escalating issues without first gathering all relevant information.
Inability to follow up without being reminded.
No hands-on experience with a billing platform or a ticketing system.
Treating policy as a substitute for judgment, hiding behind "that's our policy" instead of solving the problem.
Inability to accept feedback.
Inability to maintain professional standards in client communication.
Sloppy or template-only written communication
Going defensive or cold when a client is upset
Leaving a client without a clear next step or timeline