Customer Support

This is a remote position.

As the Customer Support & Billing Manager, you will own and oversee all billing, payment, expense management, and frontline client support across Mike Sherrard Coaching Inc.

Your mission is twofold:

Ensure every dollar of revenue is captured with zero failed payments, disputes, or refunds slipping through.

Keep customers happy, supported, and confident — so refunds and billing issues never escalate.

This role blends financial oversight, client communication, and operational support. You'll work closely with the CFO (Riya), Director of Success, and Director of Programs to keep billing smooth, clients supported, and financial clarity consistent. You'll also provide additional internal admin support where needed to keep the business running efficiently.

Part-time to start; potential to scale based on performance and company growth. 20 hours a week, flexible schedule during MST business hours

Responsibilities

Billing & Finance

• Manage and monitor all Stripe accounts, payment links, invoices, and receipts.
  

• Capture all payments with zero failed payments, churn, or unresolved disputes.
  

• Handle billing-related client issues (failed payments, disputes, refunds) quickly and professionally.
  

• Support the Director of Sales with payment links, invoices, and billing support for new clients.
  

• Provide CFO with weekly reporting on revenue and billing per program/product.
  

• Track and organize proof of purchase or documentation required by accountants.
  

• Audit software expenses to identify overlaps, unused tools, or savings opportunities.
  

• Maintain accurate records of internal expenses tied to tools, platforms, and subscriptions.
  

Customer Support

• Be the first point of contact for client support inquiries (email, chat, community platforms).
  

• Respond to client emails and support tickets with clarity, care, and speed.
  

• Ensure clients feel heard, supported, and satisfied — preventing issues from escalating into disputes or refunds.
  

• Collaborate with the Director of Success and Director of Programs to resolve client needs quickly.
  

• Track recurring client questions and provide insights to improve SOPs, FAQs, and onboarding.
  

• Support onboarding and offboarding processes when related to billing or client access.
  

Internal Admin Support

• Assist with light admin tasks when needed, including file management, scheduling, and system updates.
  

• Support cross-department operations (Ops, Success, Programs) during campaigns and busy periods.
  

• Step in to cover operational or support gaps to keep workflows smooth.
  

Day-to-Day Execution

• Monitor Stripe daily for failed payments, disputes, or chargebacks and resolve immediately.
  

• Update, create, and maintain accurate payment links and invoices.
  

• Process refunds only with explicit approval and ensure policy compliance.
  

• Respond to all client support emails and inquiries within 24 hours.
  

• Deliver weekly revenue and billing reports to the CFO by program/product.
  

• Track and maintain receipts and expense records for accountants.
  

• Audit software subscriptions monthly to identify waste or duplicate spend.
  

• Coordinate with sales, support, and program managers to ensure no payment delays.
  

• Provide extra admin support (files, scheduling, updates) when required.
  

Requirements

• Proven experience in billing, finance, or customer support.
  

• Strong analytical and data-driven mindset.
  

• Advanced skills in Google Sheets/Excel for tracking and reporting.
  

• Experience with Stripe (required) and other billing platforms.
  

• Exceptional written and verbal communication skills.
  

• Comfortable managing disputes, failed payments, and client escalations.
  

• Detail-oriented with zero tolerance for errors in financial reporting.
  

• Organized, reliable, proactive, and able to juggle billing + support tasks.
  

Results & Success Metrics

• Zero unresolved failed payments, disputes, or billing errors.
  

• 100% of client support inquiries responded to within 24 hours.
  

• Clients consistently feel supported and satisfied (low refunds, high retention).
  

• All invoices and receipts delivered on time with full accuracy.
  

• Weekly revenue and billing reports delivered to CFO on schedule.
  

• Accountants provided with all needed proofs and billing records.
  

• Reduced unnecessary software and subscription expenses.
  

• Sales team supported with accurate, ready-to-use payment links.
  

Core Outcome: Ensure every dollar of revenue is captured, clients are kept happy so billing issues don't arise, and the business has full financial clarity — without the CFO or leadership needing to handle day-to-day billing or support.

Benefits

Independent Contractor Perks: 

• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job
  

Please note that since this is a permanent work-from-home position and an "Independent Contractor" arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.

ZR_27477_JOB

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