Billing & Renewals Specialist

About the Role

Our Billing team keeps the commercial engine running and makes sure every customer is charged correctly, fairly and clearly.

You’ll own the day-to-day billing operations for our domain and hosting customers — renewals, invoicing, payments, refunds and the questions that come with them — combining careful accuracy with the same customer-first care as the rest of the business.

Billing questions can be stressful for customers, especially when a domain is about to expire or a payment has failed. We want someone who handles those moments with empathy and clarity, and who takes real ownership of getting them resolved.

What You’ll Be Doing

• Manage customer billing across domains, hosting, SSL, email and add-on services
• Process renewals, invoices, payments, refunds, credits and pro-rata adjustments
• Handle billing queries over email and chat with clarity, patience and empathy
• Investigate and resolve failed payments, declined cards and dunning / retry cycles
• Manage chargebacks and payment disputes, and liaise with payment providers
• Reconcile transactions, subscriptions and registry / wholesale costs
• Support pricing changes, promotions and multi-year renewals
• Manage failed-renewal, grace and redemption communications for expiring domains
• Follow account verification, fraud-prevention and security processes
• Keep accurate billing records and clear documentation
• Work closely with Customer Care, Technical Support and Finance to resolve account issues
• Spot and escalate billing errors, revenue leakage and process gaps

What We’re Looking For

Essential

• Experience in billing, accounts, finance operations or a numerate, customer-facing role
• Strong attention to detail and accuracy with numbers
• Excellent written and spoken English and a friendly, patient manner
• Confidence handling sensitive billing conversations with empathy
• Comfortable with spreadsheets and billing or subscription systems
• Good problem-solving and organisation, able to manage many queries at once
• Discretion and care when handling customer and payment data
• Reliable and comfortable working independently in a fully remote team
• Someone who takes ownership of a problem rather than passing it along

Nice to Have

You don’t need all of this, but any of the following would be useful:

• Experience in a domain registrar, hosting company, SaaS, ISP or other subscription business
• Familiarity with recurring-billing platforms and payment gateways (Stripe, PayPal, GoCardless and similar)
• Understanding of chargebacks, PCI-DSS basics, VAT / tax and invoicing rules
• Exposure to domain renewals, grace and redemption periods, and registry billing
• Bookkeeping or accounting knowledge — reconciliation, ledgers and reporting
• Experience with support or ticketing tools such as Zendesk
• A basic understanding of domains, DNS or hosting

What Great Looks Like

Great billing is accurate and kind in equal measure. You’ll be someone who:

• Gets the numbers right, first time, every time
• Treats a worried customer with patience, not a canned response
• Investigates a billing problem properly rather than simply reversing it and moving on
• Protects both the customer and the business from avoidable errors and fraud
• Keeps clear records so nothing falls through the cracks
• Flags the patterns behind recurring billing issues so we can fix the cause

Working Hours

This is a full-time, permanent role, normally worked Monday to Friday.

As we support customers internationally, working patterns may vary depending on the team and region. Any occasional out-of-hours requirements will be made clear during the recruitment process, with enhanced compensation or allowances where applicable.

What We Offer

We want to build a team made up of genuinely exceptional people, and that means offering more than simply a salary. Our proposed benefits package includes:

• 28 days of paid annual leave every year, plus local public holidays
• Your local statutory holiday entitlement where this is greater
• Your birthday off, fully paid, every year
• Separate paid sick leave, so being unwell doesn’t eat into your holiday allowance
• Additional paid wellbeing or personal days
• Company-funded healthcare or private medical cover, appropriate to your country
• Pension, provident fund or retirement contributions appropriate to your location
• All statutory local employment benefits in addition to our company benefits
• Company-provided laptop, headset and equipment required to do your job properly
• Support towards your home internet or remote-working costs
• Comprehensive paid onboarding and training
• Ongoing training and development, plus an annual learning and professional development budget
• Support towards relevant professional certifications
• Enhanced parental, compassionate and bereavement leave
• Regular salary and career development reviews
• A genuinely remote-first working environment

Where local legislation provides a greater entitlement than our standard package, the greater local entitlement will always apply.

Career Development

This role can grow into Senior Billing, Finance Operations, Revenue or Payments specialisms, Customer Success or Team Leadership. We’ll support the direction that suits you.

A Final Word

If you’re precise with numbers, genuinely kind with people, and get satisfaction from turning a stressful billing moment into a reassuring one, we’d love to hear from you.