Customer Support Billing Specialist

Spines: #1 Fastest-Growing Book Publishing Platform in the U.S.

At Spines, we’re rebuilding publishing for a new era: powered by technology, guided by craft, and built around the author. Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format, language, and global market. The tools we’re developing streamline editing, design, translation, production, and distribution, making a complex process simple, scalable, and author-first. Our mission is to make professional publishing possible for everyone, so no great story goes unheard. But what we’re really building is bigger: a platform that transforms how books are made, shared, and experienced globally. We’re growing a team of people who want to shape the future of publishing: creators, technologists, and storytellers driven by craft, purpose, and the opportunity to make a real impact for authors and readers everywhere.

About the Role: As a Customer Billing Support Specialist, you will support authors with payment-related inquiries, billing issues, and account resolutions to ensure a smooth financial experience. The role involves managing overdue payments, assisting with payment processing, and providing clear, service-oriented communication. You'll work cross-functionally with Finance and Customer Experience teams, using CRM and billing systems to track and resolve cases efficiently. Experience in collections, financial customer support, or billing operations is highly preferred. Strong interpersonal and problem-solving skills are essential for success in this position.

What will you do

• Customer Financial Support: Assist authors with account balances, payment issues, and financial inquiries via phone, email, and chat.
• Collections & Payment Follow-Ups: Contact authors with overdue payments and work toward resolving outstanding balances.
• Process Royalty Withdrawals: Ensure smooth and timely author royalty payments.
• Payment Method Updates: Assist authors with updating their payment details and resolving failed transactions.
• Dispute Resolution: Handle refund requests, chargebacks, and customer disputes with a problem-solving approach.
• Maintain Accurate Records: Keep financial support and collections activities well-documented for transparency and efficiency.

Requirements

• Experience in customer financial support, collections, or payment processing (not accounting or finance analysis).
• Excellent communication skills (spoken & written) in English for handling customer inquiries professionally.
• Strong problem-solving mindset – ability to de-escalate payment issues and negotiate solutions.
• Familiarity with CRM tools (Salesforce or similar), Microsoft Teams, and G Suite.
• Detail-oriented and organized, capable of tracking outstanding balances and financial transactions.

Nice to have

• Experience in a publishing, subscription-based, or SaaS company.
• Knowledge of dispute resolution, chargeback handling, or financial troubleshooting.
• Experience in remote work with self-motivation and strong accountability.

Benefits

• Innovative Environment: Work in a dynamic and cutting-edge environment with a supportive and collaborative team.
• Growth Opportunities: Significant opportunities for professional growth and advancement within a rapidly expanding company. 
• Impactful Work: Be a key player on a team that is revolutionizing the publishing industry with groundbreaking AI technology.

At Spines, we’re rebuilding publishing for a new era: powered by technology, guided by craft, and built around the author.

Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format, language, and global market. The tools we’re developing streamline editing, design, translation, production, and distribution, making a complex process simple, scalable, and author-first.

Our mission is to make professional publishing possible for everyone, so no great story goes unheard. But what we’re really building is bigger: a platform that transforms how books are made, shared, and experienced globally.

We’re growing a team of people who want to shape the future of publishing: creators, technologists, and storytellers driven by craft, purpose, and the opportunity to make a real impact for authors and readers everywhere.