🌍 About the Role

As a Customer Support Specialist – Finance, you’ll be at the heart of our financial operations — managing customer billing, processing refunds, and ensuring our payment workflows run smoothly.

You’ll work closely with our Operations team to set up new customer subscriptions, handle renewals, and resolve payment-related issues, while also being the first point of contact for both employers and employees with billing or finance-related questions.

This is a hands-on role for someone who loves accuracy, ownership, and helping people. You’ll be the bridge between Customer Support and Finance — ensuring every customer is proactively set up from a billing point of view, while also managing inbound financial enquiries with care and precision.

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🎯 Responsibilities

• Set up new customer subscriptions and renewals in Stripe and our CRM.
• Ensure all billing details and payment workflows are accurate and up to date.
• Process refunds and payment adjustments promptly and correctly.
• Respond to finance-related enquiries from both employers and employees (e.g. billing, invoices, payments, refunds).
• Monitor transactions and maintain accurate financial records.
• Collaborate with the Operations team to align billing processes with onboarding and renewals.
•  Identify recurring issues or inefficiencies and suggest improvements.
• Communicate with empathy and professionalism when handling sensitive or time-critical financial matters.

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🧠 Skills & Qualities We’re Looking For

• Attention to Detail – You ensure every transaction and record is precise.
• Numerical & Analytical Thinking – You’re confident working with payments, numbers, and structured data.
• Clear Communication – You explain financial details simply, calmly, and confidently.
• Ownership & Accountability – You take responsibility for accuracy and follow-through. Learning Agility – You quickly pick up new systems and workflows (Stripe experience is a plus).
• Organisation & Reliability – You manage multiple customer and financial tasks efficiently.
• Customer Empathy & Tone – You balance professionalism with warmth, ensuring employers and employees feel supported.
• Tool Proficiency – You’re comfortable using Google Sheets or Excel to manage data, working with Stripe for payments, and ideally have some familiarity with data tools like Metabase or similar platforms for reporting and analysis.

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🚀 Why This Role Matters

Accurate billing and clear financial communication are central to a great customer experience.

Your work ensures every customer — whether employer or employee — is billed correctly, payments flow smoothly, and refund requests are handled with care. By combining attention to detail with excellent communication, you’ll help maintain financial accuracy and customer trust across the entire journey.