Client Support and Escalations

Eight years of front-line and Tier 2 work across telecom, travel, and SaaS, most recently in Intercom and email, previously phone and chat. In my last role I was the point of contact for around 20 colleagues with billing and account questions, across sales, customer success, onboarding, finance, and product.

• Take on Tier 2 cases beyond first-line scope, and support agents working through them
• Investigate issues end to end and escalate with evidence to vendors, product teams, or internally rather than passing the problem along
• Route what needs specialist input rather than guessing, and answer directly what falls in scope
• Step in as point of contact when the team lead is out
• Retention and save work: identifying at-risk accounts and talking them back from canceling

Subscription and Billing Operations

I own the record, not the money: subscriptions, invoices, and credit notes stay accurate and consistent across systems.

• Create and maintain subscriptions in Chargebee
• Reconcile received payments against subscription records
• Adjust invoices and issue credit notes
• Process card refunds in Chargebee; bank-transfer refunds route to finance
• Keep contract data consistent across CRM and billing systems
• Calculate commission-based billing against monthly revenue and reconcile against minimum-fee thresholds
• Redesigned how partial-month subscriptions are billed and documented it as the method the team now follows

Collections and Accounts Receivable

Getting money in without damaging the relationship it came from.

• Follow up on overdue invoices and track collection attempts
• Negotiate installment arrangements and waiver terms on balances into five figures