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.

Billing Support Specialist

Location

Bangalore, India

Employment Type

Full-time

Team

Billing Support

Work Model

Shift-based hybrid; office-based day/evening shifts and work-from-home night shifts

Coverage Model

24/5 global billing support through rotational shifts across India, EMEA, and US business hours

Work Schedule and Coverage

This role participates in Postman’s 24/5 global billing support coverage model. Shifts rotate based on business needs and may include

Shift timing (IST)Work arrangement 6:00 AM–3:00 PM; 2:00 PM–11:00 PM Office-based

6:00 PM–3:00 AM; 9:00 PM–6:00 AM Work from home

Public holiday and festival coverage is a mandatory requirement of this role and is assigned through a planned team rotation. Employees working designated holidays are eligible for applicable holiday pay, and employees working eligible night shifts are eligible for a competitive night shift allowance, in accordance with company policy.

Candidates must be based in Bangalore or willing to relocate, work from the Bangalore office during assigned day/evening shifts, and have a reliable work-from-home setup for assigned night shifts.

About the Role

Postman is looking for a customer-focused and proactive Billing Support Specialist to join our team in Bangalore. You will support customers with billing and subscription inquiries through email, ticketing systems, and live chat, with the possibility of supporting additional channels as our support model evolves. You will collaborate with Sales, Renewals, Finance, Engineering, Product Support, and other internal teams to resolve customer issues accurately and efficiently.

This is a fast-paced customer-facing role requiring clear and empathetic communication, strong attention to detail, and ownership of customer issues from initial contact through resolution.

How You’ll Contribute

• Manage customer inquiries across billing support channels, including email, ticketing systems, live chat, and additional channels as the support model evolves.

• Own customer-reported billing issues from initial contact through resolution, coordinating with internal teams and keeping customers informed when escalation is required.

• Handle billing and subscription requests, including invoices, payments, refunds, credits, renewals, cancellations, plan changes, upgrades, downgrades, prorations, and account inquiries.

• Deliver clear, accurate, and empathetic customer communication while meeting defined service-level agreements (SLAs).

• Use Zendesk, Jira, Confluence, and internal tools to investigate issues, document actions, and track resolution.

• Triage and route inquiries to the appropriate internal teams.

• Identify and route potential sales and renewal opportunities, cancellation risks, and account concerns to the relevant teams.

• Prioritise issues based on severity, urgency, customer impact, SLA commitments, and business requirements.

• Maintain accurate and complete customer interaction records across internal systems.

• Contribute to process improvements, documentation updates, and improvements to the customer support experience.

• Participate in rotational shifts and mandatory public holiday and festival coverage as assigned through a planned team rotation.

What We’re Looking For

• 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 and billing processes, including billing cycles, renewals, upgrades, downgrades, prorations, cancellations, refunds, credits, payments, and invoicing.

• Excellent written and verbal communication skills, with the ability to explain billing details clearly.

• Strong analytical, troubleshooting, and problem-solving skills.

• Strong attention to detail when reviewing billing information, processing requests, and maintaining customer records.

• Experience with customer support and CRM tools such as Zendesk and Salesforce.

• Ability to manage multiple priorities and customer conversations in a fast-paced environment.

• Ability to collaborate effectively with globally distributed teams and cross-functional stakeholders.

• Flexibility to work rotational shifts, including overnight shifts, across India, EMEA, and US coverage hours under the work arrangements outlined above.

• Willingness to fulfil mandatory public holiday and festival coverage assignments as part of a planned rotation.

Nice to Have

• Experience providing 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.

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, well