Customer Support Specialist

Customer Support Specialist — ChargeOverMinneapolis, MN (Hybrid) | $50,000 – $75,000

Who We Are

ChargeOver is a subscription billing platform that helps businesses manage recurring revenue. We started in 2011 because two sister companies couldn't find a billing solution that actually worked, so they built one. Customers noticed, asked for it, and ChargeOver was born.

We're privately owned, bootstrapped, and profitable from day one. No VC pressure. No growth-at-all-costs mentality. Just a small, tight-knit team that's been building something real for over 14 years. Our customer retention is strong, and we think that says everything about how we operate.

We move fast, communicate directly, and say what we mean. Everyone on this team carries their weight and genuinely cares about each other and the customers we serve.

The Opportunity

We're hiring a Customer Support Specialist to join our CS team and become the frontline for our customers located all over the world. This is a role for someone who loves solving problems, communicates with clarity and warmth, and takes real ownership of their work.

You'll work with our CS team, handling support tickets, live chat, phone calls, and customer Zoom sessions. You'll also build documentation, create help videos, and develop the kind of deep product knowledge that makes customers feel like they have a real expert in their corner.

The Challenge We're Solving

We operate in a competitive, crowded billing and subscription management space. The larger players (Stripe Billing, Chargebee, Maxio) dominate mindshare. But we've built a loyal customer base with high retention that is growing.

The challenge? We need our CS team to grow to help support our growing customer base.

This hire changes that. You create coverage. You create breathing room. And you make it possible for the team to go from fighting fires to actually building relationships.

Success Outcomes

1. Within 30 days: You're handling live chats and emails with support from the team. You know the tools, understand the workflows, and are getting comfortable with the product.

2. Within 60 days: You own 50% of inbound support volume end-to-end. Standard tickets are yours to close. You're jumping on calls and live chats with growing confidence.

3. Within 90 days: You're fully accountable for Tier 1 support with minimal supervision. First responses go out within 30 minutes during business hours. Level 1 tickets resolve within 4 hours. Customers feel taken care of and aren't left hanging.

4. Within 12 months: You're a product expert. You handle billing, invoicing, payment, and integration questions confidently. You're jumping on 3+ customer Zoom calls per week. You've identified gaps in how we support customers and put plans in motion to fix them.

What You'll Work With

You'll use our support ticketing system, live chat tools, Slack for internal communication, Zoom for customer calls, and our help center platform for documentation. ChargeOver integrates with accounting tools like QuickBooks, and you'll develop fluency in how those integrations work over time.

You'll report directly to Chris, our Director of Customer Success, and work closely with Danielle on the CS team. We end each day with a team call to review questions and get solutions. We will have weekly 1/1’s and a monthly deep dive to review how we’re doing.

This is a hybrid role based in Minneapolis. You'll work in-office part of the week alongside the core team and have flexibility the rest of the time.

You won't have a large team around you, that's the reality of a small company. But you will have clear processes, a team that communicates openly, and people who will help you get unblocked when you hit something you don't know. Which will happen. Every day, especially early on.

Why This Is Different

We're a small team. There's no bench of 15 reps to share the load. There's no hiding in the queue here, your work is visible, your impact is immediate, and customers will know you by name. When you see something not working, we'll work together to fix it. When you have an idea to improve how we support customers, we'll sit down, build a plan, and put it into action. Your fingerprints will be on how this function grows.

Support is one of our biggest competitive advantages. Customers stay with ChargeOver because of the experience we give them and this role is at the center of that. If you're the kind of person who takes real pride in being exceptional at this, you'll fit right in.

Being in Minneapolis means you're in the room. You're part of the team in a real, tangible way not a voice on a Zoom call. For the right person, that matters.

What We're Honest About

There's a lot to learn here. ChargeOver is a technically complex product, invoicing, payments, transactions, integrations, accounting workflows. You will run into things you don't know how to do everyday, especially in the first few months. That's not a warning, it's just the truth. The expectation is that you dig into documentation first, follow our escalation process, and keep moving.

The ticket queue is real. Our customers depend on fast, accurate responses, and when that doesn't happen, they notice. This role requires someone who stays on top of things and doesn't let stuff fall through the cracks.

We're a small team. There's no corporate infrastructure here. What we have instead is a group of people who genuinely care about the work and about each other and that makes a real difference.

Our Culture

We're direct. Say what you mean. If something's not working, we'd rather hear it than have you sit on it. We're a tight-knit team that recognizes we're all humans working toward the same goal: growing ChargeOver and taking care of the customers who trust us. We work hard, we move fast, and we find ways to enjoy the ride.

What Happens Next

Here's exactly what our process looks like:

• Apply — Submit your application including a short video introduction. This is required. It's also a chance to show us how you communicate.
• 15-minute screening call — A quick Zoom with Chris to get oriented and make sure there's mutual fit.
• Deep dive interview — A longer conversation where we go deeper on your experience and how you think. You'll meet Danielle from our CS team, and potentially other members from the ChargeOver team as well.
• Paid test project — This is a chance for you to show off your skills. You’ll get assigned with a real issue to solve, and then talk through your findings with Chris. This is a way for us to work together before we actually work together.
• Offer — If it's a match, we move fast.

The full process typically takes 2–3 weeks from first call to offer.

We're looking for someone who's ready to own something real. If that's you, we'd love to hear from you.

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Vision insurance
• Work from home

Work Location: Hybrid remote in Minneapolis, MN 55426