We believe in having a transparent hiring process to provide a fair and inclusive experience to all our candidates.

Our team is dedicated to ensuring you have a great candidate experience, and that starts with outlining our hiring process from start to finish so you know what to expect every step of the way (no surprises!)—click here to learn more!

Are you energized by helping others succeed? Love sharing and helping explain a great product? Excited to join a fast-paced, growing tech company? You know that the success of any company is tied to the customer experience—and that’s where you come in.

As a Billing and Payments Customer Champion, you’ll join our Billing team in helping our customers find answers to their payment-related questions. As one of our resident payment processor experts, you will also help our internal team with answering questions about payments, setting up promotions through our payment processor, and coordinating custom invoices.

You’ll be fluent in our policies surrounding refunds and cancellations, while being tactful and respectful in handling all billing enquiries. You’ll learn our platform inside and out, with opportunities to work cross-collaboratively with other teams and dedicated time for you to learn, grow, and explore professional development opportunities. At Thinkific you’ll be part of a collaborative, passionate, and incredibly helpful team that provides the best support in the industry!

In this role, you will:

  • Become an expert in our payments processor, Stripe
  • Understand and apply our billing and refund policies to help answer customer queries that come in through Zendesk and phones
  • Participate in maximizing the collection of overdue payments while ensuring that we meet the business needs of our customers
  • Be a key resource for other Customer Support Champions on billing-related queries, from triaging and answering internal questions to running lunch and learn sessions and creating training modules

To be successful in this role, you likely:

  • Have 2+ years of experience in an online customer-facing role (ideally in SaaS)
  • Tactfully handle difficult customers, from the disgruntled to those who aren’t technically savvy
  • Possess a strong attention to detail and high level of accuracy
  • Understand the importance of handling financial information sensitively and with discretion
  • Are an independent problem solver. You do not give up when you don’t know the answer immediately and while you rarely run into a roadblock you can’t creatively get around, you’re humble enough to ask for help whenever you need it
  • Consider yourself technically savvy and constantly stay up to date by learning the ins and outs of platforms quickly
  • Approach work with a great attitude and a willingness to overcome any challenge that comes your way
  • Live our core value of “Succeed together”—you’re a team player and believe teamwork makes the dream work!
  • Love helping people— you go above and beyond to show you’re fanatical about customer success!

You might be the person we’re looking for if you:

  • Are eager to learn and grow—you’ve likely attended post-secondary education, continue to seek opportunities to level up your skills, or have equivalent professional experience in a similar role
  • Previously worked to support customers via email, phone, live chat, and video calls
  • Have experience with Stripe and or similar payment systems
  • Are familiar with customer service softwares like Zendesk (or similar tools)
  • Know the importance of listening and building trust and confidence with customers
  • Can work independently, both within virtual or in-person team environments
  • Are goal-oriented and driven by performance metrics
  • Have previous billing experience, dealing with invoices and refunds

Bonus points if you:

  • Have prior collections experience
  • Have previously used Asana, Slack, Google Drive and/or TextExpander
  • Can work cross-functionally with Sales and Marketing teams (and have done so in the past!)

About us:
We’re about the results of online learning and the people along the way! Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their own online courses.

Our mission is no less than to revolutionize the way people learn and earn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience. We believe in meaningful, innovative work: we’re building and expanding an incredible product that empowers course creators around the globe while working collaboratively to learn and succeed together. Together, we’ve served over 50,000 course creators and more than 25 million students, and these numbers are growing each day!

Why we think you’ll like working with us:

  • Be part of a team of incredibly talented, passionate, and driven people focused on building and innovating on a best-in-class learning platform
  • Make an impact with your work—each person has an equal opportunity to contribute to our goals and every day, we get to see how Thinkific is empowering both course creators and their students
  • Join one of the fastest-growing companies in Canada and find opportunities to grow in your own career—offering advancement opportunities for our team members is important to us!
  • Contribute to Thinkific’s award-winning culture—we’re one of Canada’s Most Admired Corporate Cultures and a certified
  • Great Place to Work!
  • We offer competitive salaries, a comprehensive benefits package including health, dental, vision, and mental health coverage, and an Employee and Family Assistance Program to support the wellbeing of you and your family
  • Whether you’re at our Vancouver HQ or working from home, you’ll have the opportunity to build meaningful relationships with Thinkers on your team and across the company through team-wide events, meet and greets with new team members, and regular social events
  • Have fun with our team, even while we’re working remotely—join us for an online games session, virtual trivia and paint nights, at-home fitness challenges, or even an online coffee brewing demo!
  • Get additional health and wellness support through a lifestyle or health spending account to put your dollars where you need it most, whether that’s subsidizing your gym membership, covering out-of-pocket expenses, or getting new gear
  • Enjoy our open vacation policy and flexible work environment, because we know the importance of having a great work-life balance (and sometimes, you do your best work in slippers)
  • Learn and Grow is one of our values and we take it seriously, providing opportunities through lunch and learns, training, workshops, mentorship, and our $1500 education allowance
  • Grow your career AND your family at Thinkific—you’ll be taken care of with our parental leave top-ups as you add to your family
  • Meet the many @dogsofthinkific (and yes, they’re as cute and cuddly as they look)
  • Work with the hardware you’re most comfortable with, and upgrade or replace your system when you need to with our technology bonus
  • Get set up for success, whether that’s at the office or at home. Whether you need a monitor, laptop stand, keyboard, mouse, or even a desk, we’ll work to ensure you have what you need to do your best work
  • Be confident bringing your whole self to work—we’re proud to be an inclusive company with a diverse team and values grounded in ethics and equality
  • Here at Thinkific, we know that the different perspectives on our team have led to amazing ideas, more innovation, and, ultimately, our success as a company. Our team welcomes applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can’t wait to meet you!

Tagged as: accounting, billing, payments, stripe

Job Overview