Senior Support Representative, Billing

GitLab is hiring a Senior Support Representative, Billing to join our fully remote team in the United States. As a Senior Support Representative, Billing, you'll help customers succeed and resolve issues with empathy. This is a freelance, work-from-home role open to candidates across the US (Remote — US). 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: • Respond to customer questions via chat, email, and tickets • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams • Document solutions and improve help content • Troubleshoot and resolve product issues What we offer: • Flexible working hours across US time zones • Comprehensive medical, dental, and vision coverage • Home office and wellness stipends • Paid parental leave • 100% remote, work-from-anywhere-in-the-US culture How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. GitLab 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 • Excellent written and verbal communication • Comfort with support tools (Zendesk, Intercom) • Empathy and patience • Ability to learn products quickly Nice to have: • A track record of taking ownership and shipping independently • Familiarity with modern collaboration tools (Slack, Notion, Linear)