Product Support Consultant, Ads Billing

About the Role

We are looking for a dedicated and detail-oriented Product Support Consultant, Ads Billing to join our growing operations team in India. In this role, you will serve as the primary point of contact for advertisers, agencies, and internal stakeholders facing billing-related challenges across our advertising platforms. You will work at the intersection of finance, technology, and customer experience to deliver timely and accurate resolutions.

As a Product Support Consultant, you will develop deep expertise in our ads billing systems, payment workflows, invoicing processes, and credit management tools. You will investigate complex billing discrepancies, coordinate with cross-functional teams including Finance, Engineering, and Sales, and ensure that advertiser accounts remain in good standing. Your ability to communicate clearly and empathetically will directly impact client satisfaction and advertiser retention.

This is an excellent opportunity for professionals who enjoy problem-solving in a fast-paced environment and want to build a career at the intersection of digital advertising and financial operations. You will gain exposure to large-scale billing infrastructure and contribute meaningfully to process improvements that affect thousands of advertisers across the region.

Key Responsibilities

• Handle inbound billing inquiries from advertisers and agencies via email, chat, and internal ticketing systems, ensuring timely and accurate resolutions within defined SLAs.
• Investigate and resolve billing discrepancies, duplicate charges, payment failures, and invoice disputes by coordinating with internal Finance and Engineering teams.
• Process billing adjustments, credits, refunds, and account corrections in accordance with company policies and approval workflows.
• Monitor advertiser account health, proactively identifying accounts at risk due to payment issues or billing errors and taking corrective action.
• Educate advertisers on billing policies, payment methods, invoicing cycles, and tax documentation requirements applicable in India and other supported markets.
• Collaborate with the Product and Engineering teams to identify recurring billing bugs or platform issues, documenting findings and escalating appropriately.
• Maintain accurate and thorough case documentation in CRM tools, contributing to knowledge base articles and internal FAQs.
• Participate in process improvement initiatives to reduce billing errors, improve advertiser self-service capabilities, and increase operational efficiency.

Requirements

• Bachelor's degree in Commerce, Finance, Business Administration, or a related field.
• 2–4 years of experience in customer support, billing operations, or financial services, preferably within a technology or digital advertising company.
• Strong understanding of billing concepts including invoicing, GST compliance, payment reconciliation, and credit management.
• Proficiency with CRM and ticketing platforms such as Salesforce, Zendesk, or Jira, along with intermediate Excel or Google Sheets skills.
• Excellent written and verbal communication skills in English, with the ability to explain complex billing information clearly to non-technical stakeholders.
• Demonstrated ability to manage multiple priorities simultaneously while maintaining a high standard of accuracy and attention to detail.
• Prior experience working with ads platforms such as Google Ads, Meta Ads Manager, or similar programmatic advertising tools is a strong advantage.

Benefits

• Competitive compensation including performance-linked bonuses and annual salary reviews benchmarked to industry standards.
• Comprehensive health insurance coverage for employees and immediate family members, including dental and vision benefits.
• Flexible hybrid work model with options to work from our modern offices in Bengaluru, Hyderabad, or Gurugram.
• Structured learning and development programs, including access to industry certifications and internal mentorship opportunities.
• Generous paid time off, including earned leave, casual leave, and paid parental leave in line with Indian statutory requirements.