Billing Complaints Live Chat Support -- 2

I’m looking for someone who can take full ownership of billing-related complaints that come in through our live chat channel. You’ll be the first point of contact whenever a customer questions a charge, needs clarification on an invoice, or experiences payment‐processing glitches.

Here’s what the job looks like day to day:
• Stay logged into our live chat dashboard during your shift, greeting customers within seconds and maintaining a friendly, professional tone.
• Investigate each billing issue by checking order history, transaction IDs, and any relevant notes already on file.
• Resolve the matter on the spot whenever possible—issuing credits or adjustments within the rules I’ll provide—and clearly explain the outcome to the customer.
• Document every interaction in our CRM so the history is complete and searchable.
• Escalate complex or sensitive cases to me (or the accounting team) with a concise summary and any supporting screenshots.

Success means quick response times, accurate adjustments, and customers who leave the chat satisfied and informed. If you have experience handling billing tickets in platforms like Zendesk, Intercom, or similar tools, that’s a plus, but I’m happy to train the right person on our specific system.

Let me know your availability, the time zone you’ll work from, and any relevant experience resolving billing problems via live chat.