Customer Service Specialist – Billing, Payments & Commercial Operations (m/f/d)
Smoobu
From your first day, you will have the space to take initiative, make meaningful contributions, and help drive us forward as a team. As our Billing & Payments Specialist, you will be the guardian of our revenue and the primary support for hosts navigating financial complexities.
Resolve complex billing-related cases across phone, chat, and email, maintaining a First Response Time (FRT) of less than 12 hours for sensitive revenue-related queries.
Troubleshoot transactional discrepancies by identifying technical failures between Smoobu, payment gateways like Stripe/PayPal, and guest bank statements.
Execute high-precision financial tasks, including manual pro-rata calculations for subscription upgrades and tax-compliant refund processing.
Collaborate work with external debt collection partners and internal departments to resolve payment disputes and protect revenue.
Document recurring billing bugs and manual workarounds to improve team efficiency and contribute to long-term automation projects.
Prevent host churn by providing professional, solution-oriented support during high-stress "Guest-Night Failures."
Possess solid experience in SaaS payment flows, transactional troubleshooting, and managing authorizations or refunds.
Demonstrate high financial literacy, specifically in calculating VAT, net/gross amounts, and pro-rata subscription adjustments.
Communicate fluently in English and demonstrate professional proficiency in German, Spanish, or Italian to support our international host community. Any additional European language skills are a big plus.
Navigate CRM environments (specifically Zendesk) with ease, utilizing Macros, SLA-views, and side-conversations to manage your workflow.
Prioritize tasks effectively in a dynamic environment, staying composed and "hands-on" even when dealing with ambiguity or high-pressure cases.
How we will measure your success
Success at Smoobu is visible and celebrated — not just in metrics, but in the value you create for customers and colleagues. You'll know you're successful when you:
Maintain a CSAT score of over 85% and a team FRT of less than 12 hours.
Protect revenue by collecting payments and debts, escalate cancellation requests to the Winback Team and make timely changes to subscriptions as requested.
Consistently deliver high-quality work aligned with team and company goals.
Proactively contribute to a supportive and open team culture, living our core values.
Our Values
And because our values shape how we work and grow together, you’ll feel at home here if they resonate with you:
Support each other with candid feedback, encouragement, and trust — success is a team sport
Stay authentic by bringing our true selves to work and valuing each person’s unique contributions
Be reliable, follow through on commitments, and show up for each other every day
Embrace experimentation, welcome change, and learn quickly from new ideas
Get things done by solving problems with focus, action, and a bias for simplicity
Flexibility – We work remotely for up to 50% of the year, including up to 63 working days abroad.
Time to Recharge – 27 vacation days, plus one extra day for each year of tenure (up to 32).
Celebrate your 5th anniversary with five additional paid days off and a €500 HomeToGo booking credit.
- Apply for this role
Customer Service Specialist – Billing, Payments & Commercial Operations (m/f/d)
Smoobu · Berlin