Senior Customer Support Specialist, Billing

IBM is hiring a Senior Customer Support Specialist, Billing to join our fully remote team in the United States. As a Senior Customer Support Specialist, Billing, you'll help customers succeed and resolve issues with empathy. This is a contract, work-from-home role open to candidates across the US (Remote — US (EST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Escalate bugs and feedback to product teams • Document solutions and improve help content • Respond to customer questions via chat, email, and tickets • Troubleshoot and resolve product issues • Maintain high customer satisfaction scores What we offer: • Comprehensive medical, dental, and vision coverage • Competitive salary and meaningful equity • 401(k) retirement plan with company match • Paid parental leave • Home office and wellness stipends How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. IBM is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Empathy and patience • Comfort with support tools (Zendesk, Intercom) • Reliable home internet and a quiet workspace • Ability to learn products quickly Nice to have: • Experience working in a fully remote or distributed team • Familiarity with modern collaboration tools (Slack, Notion, Linear)