Rewind Hiring For Retention and Billing Specialist (12-month term, Remote within Canada) at Ottawa, ON Full Time

Retention and Billing Specialist (12-month term, Remote within Canada)

Rewind is seeking a Retention and Billing Specialist to join our Customer Success team.

About Rewind

Rewind is a service that protects the data that is driving your business, from a simple side hustle to a successful venture. Our focus is on backing up data that lives in the cloud – in apps like Shopify, BigCommerce, and QuickBooks Online. We invite you to read our startup story to learn where we came from and where we’re going. For a more technical view, check out our Behind the App feature on the BigCommerce Developers Blog.

We care about honesty, we believe in learning from our mistakes, and we support each other as we grow.

About the Job

Reporting to the Head of Customer Success, the Retention and Billing Specialist maintains proactive relationships with customers to ensure smooth collection of invoices, answer billing related questions, identify primary reasons for churn and ensure customers understand the value of Rewind products and services. This person will work as part of the customer support team and will also receive training in answering support inquiries and resolving customer technical issues as required.

This is a contract position for 12 months after which there is the possibility of joining the team full time.

About You:

We are looking for people that are passionate about helping other people and are tech savvy. Having experience with SaaS platforms is an asset.

To be successful in the role, you need to:

• Be a great communicator (verbal and written);
• Have the ability to recommend alternatives and workarounds for problem resolution;
• Have an aptitude for understanding business billing practices: invoices, recurring charges, etc.;
• Understand and explain price plans to customers;
• Be a reliable self-starter with ability to work under pressure;

• Have the ability to multitask in a fast-paced environment with minimal supervision and a high level of customer interface;
• Effectively interface with other internal departments as required;
• Escalate issues to resolve inquiries CS guidelines;
• Ensure excellent customer experience through great customer service;
• Cross-sell a variety of products at every opportunity.

About You

You ideally have 1+ years of experience working in a sales or a customer service capacity and have some experience with invoicing and billing practices.

Other qualifications:

• Previous experience with communicating effectively with clients, both verbally and in writing;
• Experience effectively managing and taking ownership of customer billing inquiries (phone, email, online) through to resolution;
• You have demonstrated the ability to function effectively in a fast-paced, multi-product environment.

Additional skills:

• Strong analytical and decision-making abilities;
• You demonstrate the ability to adapt to changing situations;
• Excellent interpersonal skills;
• Excellent organization and time management skills.

About our Hiring Process

You can expect us to be curious about who you are, what experiences you have gained to date and what you are looking for in your next opportunity. We know that you are selecting us as an employer just as much as we are inviting you to join our team. We will provide a series of opportunities for us to connect and for you to meet various members of our team. Please ask us questions and let us know how we can support you throughout our hiring process.

We are dedicated to providing an inclusive and supportive workplace where all of our teammates can bring their full and authentic selves to work… everyday. As a proud equal opportunity employer, we consider all applicants for employment and certainly invite those who identify as members of underrepresented communities to apply and join our team! And hey – we may not have a role available today that would be exciting to you, but we are growing fast and would love to have you join our talent community.