Bitwarden is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to securely manage and share sensitive information anywhere. Bitwarden makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations. The company is headquartered in Santa Barbara, California. Learn more at bitwarden.com. 

We truly care about our Bitwarden users and want them to have the best experience while accessing their sensitive information online. Our Billing Support team helps people as quickly as possible through our email support system with the majority of inquiries being resolved the same day received. Team members must have excellent writing skills: stellar grammar, attention to detail, and the ability to explain complicated things simply. Success is measured in swiftness, accuracy, and clarity.

We are searching for an attentive and analytical Billing Support Specialist to assist with resolving billing related customer inquiries, order processing, and account administration. You will advocate for our customers and partner with internal support staff to ensure the client’s specific needs are met to the best of our ability, accounts are billed appropriately, and processes are operating as expected. For this role, we are looking for candidates located in the U.S. 

RESPONSIBILITIES

• Manage customer accounts, generate invoices, collect payments, and update accounts to reflect changes
• Answer customer questions about billing and account status
• Accurately identify and resolve any billing and account errors or issues
• Review incoming Purchase Orders for accuracy and adherence to sales and finance guidelines
• Generate invoices for new orders as well as renewal invoices and assure they are calculated and recognized correctly
• Setup and maintain customer accounts in the billing system
• Assist with other accounting duties and participate in departmental projects to meet business needs

WHAT YOU BRING TO BITWARDEN

• A passion for helping Bitwarden users
• A strong sense of empathy and the ability to advocate for others
• Experience with customer service and communicating billing issues with customers and other internal departments
• Understanding the sensitivity of working with confidential, billing, and accounting information
• Superb organization, attention to detail, and time management skills
• Excellent written and verbal communication skills
• Creative problem-solving skills, good judgment, logic, and ability to learn new things quickly
• Strong work ethic
• Experience multitasking in a cross-functional, fast-paced environment
• Working knowledge of Google G Suite and/or Microsoft Office applications
• Experience with cloud and/or web-based applications is a plus
• Experience working with Stripe is a plus
• Experience in retail or other fast-paced customer facing environments is a plus

WHAT TO EXPECT IN THE INTERVIEW PROCESS

• Screening call with Recruiting Manager 
• Interview with Billing Support Manager
• Interview with Director

A FEW REASONS TO WORK WITH US

• Our user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our friends and family to the world’s largest organizations.
• Become an expert. You’ll get immersed in the prominent technology markets of security and open source software.
• We are dedicated to building a diverse and talented team. Work remotely with motivated and supportive team members across the world.
• Learn and grow. Take on new challenges with the support of your team, and continue personal and professional development.