Billing Support Specialist

About the team & opportunity 

What’s so great about working on Calendly’s Operations team? 

We are the infrastructure of our business that allows us to scale to new heights. 

Why do we need you? Well, we are looking for a Billing Support Specialist with a passion for customer service, an eye for detail, and a keen interest in problem-solving! You will report to the Manager, Billing and be on the front lines handling billing inquiries during your shift. Your role is crucial in ensuring that customers receive timely and accurate assistance with their billing needs while providing them with a positive experience. 

A day in the life of a Billing Support Specialist at Calendly

You will resolve billing inquiries via email promptly and in a fast-paced environment, while maintaining a deep understanding of our billing and payment systems. You’ll have the opportunity to contribute to Calendly’s billing support initiatives and will be measured by both personal and team performance metrics. Our customers rely on Calendly for a seamless experience, and the Billing Support team plays a key role in ensuring that every interaction—from payment to subscription management—is smooth and efficient. To maintain our high customer service standards and continue delivering excellent support, we are expanding our team to meet growing customer needs.

On a typical day, you will be working on: 

• Being the first point of contact for our users when they have billing inquiries or subscription management issues, providing solutions and ensuring the best Calendly billing support experience
• Helping our customers resolve billing-related concerns, such as invoice discrepancies, refunds, and payment issues
• Becoming an expert in Calendly’s billing systems and processes to offer accurate guidance to customers on subscription and billing management
• Taking full ownership of the customer billing experience, ensuring every interaction is positive and productive
• Taking a consultative approach to problem-solving, working with customers to understand their needs and provide the best possible resolution
• Using your technical savviness and resourcefulness to autonomously assist customers with billing issues
• Maintaining exceptional written communication skills to clearly and empathetically address customer inquiries
• Patiently empathizing with customers during every interaction, understanding their frustrations and providing a calm, helpful experience
• Documenting and escalating complex billing issues appropriately to ensure timely resolution
• Attending ticket audits and receiving active feedback on a regular basis to continuously improve your performance
• Going above and beyond to serve customers and your team, taking initiative and ownership in problem-solving

What do we need from you?

Our ideal candidate will thrive in a fast-paced, high-volume environment, handling email-based billing support inquiries with professionalism. This role requires developing billing support expertise, exemplary time management skills, and strong critical thinking to solve customer issues effectively. With a focus on excellent communication throughout the customer experience, the candidate will demonstrate adaptability under pressure, exercising sound judgment in a relatively self-sufficient context. 

We’re looking for self-starters who are curious, intrinsically motivated, and eager to make a direct impact on the success of the billing support team while contributing to Calendly’s overall customer satisfaction.

• 1+ years of experience in customer support, preferably in SaaS or billing-related roles
• A basic understanding of billing systems and payment troubleshooting
• Familiarity with ticketing systems (e.g., Zendesk); Live Chat support experience is a plus
• Excellent written communication skills, with the ability to empathize with and respond to customer inquiries professionally and courteously
• Detail-oriented and able to thrive in a fast-paced, high-volume environment, handling multiple billing inquiries efficiently
• A self-starter mentality with a desire to learn and grow, especially in a rapidly evolving company and product landscape
• Ability to work in a metrics-driven team, contributing to both personal and team goals
• Strong time management skills to balance daily responsibilities and team initiatives
• A collaborative mindset, working effectively with teammates and senior agents to resolve more complex billing issues
• Curiosity and a desire to build a deep understanding of Calendly’s billing processes, policies, and SaaS billing models
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time

Available Shift

Monday-Friday, 11am to 8pm EST

What’s in it for you? 

Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at recruiting@calendly.com . 

Calendly is registered as an employer in many, but not all, states. If you are located in California, Alaska, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, West Virginia, and Rhode Island, you will not be eligible for employment. Note that all individual roles will specify location eligibility.

All candidates can find our Candidate Privacy Statement here

Candidates residing in California may visit our Notice at Collection for California Candidates here: Notice at Collection

The ranges listed below are the expected annual base salary for this role, subject to change.

Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity.

Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for our Quarterly Corporate Bonus program (or Sales incentive), equity awards, and competitive benefits.

Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows:

• Tier 1: San Francisco, CA, San Jose, CA, New York City, NY
• Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA.
• Tier 3: All other locations not in Tier 1 or Tier 2