Billing Support Specialist

Who Are We? Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster. The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman. P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman. About the Role Postman is looking for a Billing Support Specialist to join our Support team in Bangalore. In this role, you will support customers across multiple billing support channels. Today, this includes email/ticket-based support and live chat, with the possibility of supporting additional channels as our support model evolves. The role requires flexibility to work rotational shifts as part of Postman’s 24/5 global billing support coverage model. The ideal candidate enjoys solving customer problems, has strong written communication skills, is comfortable working across multiple support channels, and can collaborate effectively with internal teams such as Sales, Renewals, Finance, Engineering and Product Support. Work Schedule Shift rotations may include: 6:00 AM to 3:00 PM IST - Office-based 2:00 PM to 11:00 PM IST - Office-based 6:00 PM to 3:00 AM IST - Work from home 9:00 PM to 6:00 AM IST - Work from home Saturday and Sunday are regular weekly offs. Public holiday and festival coverage may be required as part of a planned rotation. Employees working on designated holidays are eligible for holiday pay as per company policy. Employees working eligible night shifts are eligible for a competitive night shift allowance, as per company policy. What You’ll Do Manage customer inquiries across billing support channels, including email, ticketing systems, live chat, and additional channels as the billing support model evolves. Own customer-reported billing issues from initial contact through resolution or successful escalation. Handle billing and subscription-related requests, including invoices, payments, refunds, credits, renewals, cancellations, plan changes, upgrades, downgrades, prorations, and account-related inquiries. Deliver clear, accurate, and empathetic customer communication while maintaining defined SLAs. Work across platforms such as Zendesk, Salesforce, Jira, Confluence, and other internal tools. Triage and route inquiries to the appropriate internal teams. Identify and route potential sales opportunities, renewal opportunities, cancellation risks, and account concerns to the right teams. Prioritize issues based on severity, urgency, customer impact, SLA, and business requirements. Participate in the team’s 24/5 global billing support coverage model, including rotational shifts and planned holiday coverage. About You 2 - 4 years of experience in billing support, customer support, customer-facing operations, or a similar role, preferably within a SaaS or technology company. Experience handling customer inquiries through email or ticketing platforms. Strong understanding of SaaS subscription models, billing cycles, renewals, upgrades, downgrades, prorations, cancellations, refunds, credits, payments, and invoicing. Excellent written and verbal communication skills. Strong analytical, troubleshooting, and problem-solving abilities. Experience working with tools such as Zendesk and Salesforce. Ability to manage multiple priorities and customer conversations in a fast-paced environment. Ability to work effectively with globally distributed teams and cross-functional stakeholders. Willingness to work rotational shifts as part of a 24/5 coverage model. Willingness to participate in planned public holiday and festival coverage as part of a rotation. Nice to Have Experience handling live chat support in a high-volume customer-facing environment. Familiarity with SaaS pricing, packaging, licensing, and subscription management. Experience supporting or collaborating with Sales, Renewals, and Finance teams. Familiarity with billing systems and invoicing workflows. This Position Requires Candidates to be based in Bangalore or willing to relocate to Bangalore. Ability to work from the Bangalore office during assigned day shifts. Ability to work from home during assigned night shifts. Flexibility to work rotational shifts across APAC, EMEA, and US coverage hours. Participation in planned holiday coverage, as required by business needs. Location: Bangalore, India Team: Billing Support Coverage Model: 24/5 global billing support coverage Work Model: Shift-based hybrid model What Else? In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves. At Postman we value in person collaboration. We are in office 5 days a week for all roles based out of our hubs in San Francisco Bay Area, Boston, Austin, Tokyo and London. For roles based in Bangalore, employees currently work in the office three days a week and will transition to five days per week by the end of the year. We were thoughtful in our approach which is based on collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our in office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom. Our Values At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can. Equal opportunity Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.