Billing Support Specialist

The financial industry is growing at a record pace, but our data providers are still stuck in the past — with cumbersome onboarding processes, complicated APIs, slow infrastructure, and expensive licensing costs. Databento is the market data platform for modern finance. The company provides real-time and historical data across futures, options, and equities through a unified API. By owning the entire market data stack end-to-end, Databento is the first platform of its kind to combine the performance and reliability demanded by the world's leading trading firms with a dramatically simpler developer experience. Our team includes alumni of Two Sigma, Citadel Securities, Flow Traders, Tower Research, PDT Partners, SIG, and other top quantitative firms. A meaningful share of our customer support volume is billing-related: invoices, payment issues, accidental charges, disputes, and renewal questions. This role owns that queue end-to end. You'll be the patient, steady voice who walks a customer through a confusing invoice, hops on a call to sort out a billing dispute, and makes sure our enterprise clients are billed correctly and completely. You'll also take billing-related busywork off our team's plate so we can focus on growing the business. As the Billing Support Specialist you will: • Serve as the primary point of contact for billing-related customer inquiries — invoices, payments, accidental charges, and disputes. • Patiently walk customers through billing questions, explaining charges and resolving issues with a calm, personable approach, while using our internal usage dashboards to look up a customer's data requests and identify the source of a discrepancy (e.g., duplicate requests, overages). • Identify recurring billing questions and contribute improvements to invoicing templates, FAQs, and customer-facing billing documentation. • Set up and maintain enterprise account billing using our internal tools: create subscriptions when a deal closes, generate and send invoices, and keep billing details (company name, address, payment method) current in Stripe. • Help ensure enterprise clients are billed correctly and completely; catch and resolve discrepancies before they become disputes. • Own dunning communications (payment reminders, overdue notices) end-to-end. • Complete supplier/vendor onboarding forms required by enterprise customers. • Manage billing disputes from intake through resolution, looping in Sales or Finance as needed. • Support renewals and mid-term upgrades as enterprise contracts grow more complex, coordinating with Sales on pricing and terms. • Handle Databento's own vendor invoices for data and exchange fees (e.g., paying data providers directly). Requirements • A genuine customer service orientation — patient, personable, comfortable getting on the phone to walk someone through a problem. • Experience resolving billing disputes, collections, or accounts receivable/payable issues. • Comfort working with complex, recurring billing cycles (usage-based or subscription billing a plus). • Prior experience in industries with intricate billing, healthcare billing/insurance coordination, financial services, or similar is a strong plus • Organized and detail-oriented; comfortable owning a process end-to-end with minimal hand-holding. • Experience with billing or invoicing software (e.g., Stripe, NetSuite, QuickBooks) is a plus. • Bachelor's degree • Experience working at a technology, B2B SaaS, or startup company in a similar role is a plus. We offer health, dental, disability, and life insurance benefits, as well as 401(k) matching for full-time employees. We accommodate 100% remote work, with teammates living around the globe and paid in their local currency. Notice about phishing scams Be cautious of phishing scams impersonating Databento that offer fake job interviews and request purchases. Official emails come only from @databento.com or us.greenhouse-mail.io (our ATS). Any other domains (e.g., databento-careers.com, databento.online) are fraudulent. -- Databento, Inc. provides equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. We comply with federal, state, and local nondiscrimination laws in every location where we operate. This policy applies to all terms and conditions of employment, including recruiting, hiring, promotion, termination, layoff, recall, transfer, leave, compensation, and training. Pursuant to applicable laws, we consider qualified applicants with arrest or conviction records. If you need an accommodation, please let us know. Our recruiting data suggests that underrepresented applicants often downplay their skills. Even if your experience doesn’t exactly match the qualifications listed, we still want to hear from you. Please apply!