Renewals Support Specialist

Who Are We?

Postman is the world’s leading API platform, used by more than 45 million+ developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster.

The company is headquartered in San Francisco and has offices in Boston, New York, Austin, Tokyo, London, and Bangalore - where Postman was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on X via @getpostman.

P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

The Opportunity

Postman is looking for a Renewals Support Specialist to join our team and deliver excellent service for a leading global SaaS company with millions of users. Our ideal candidate would be passionate about helping customers, love putting yourself in your customer’s shoes, enjoy resolving problems, identifying root causes of issues, and thrive in a team environment.  This role reports directly to the Global Director of Renewals, based in the US.

What You’ll Do

• Manage a queue of 50+ support tickets per week
• Take ownership of PLG customer-reported issues regarding payment methods and seeing problems through to resolution
• Ensure customer metadata is accurate for PLG customers
• Work across support platforms like Zendesk, SupportDash, Salesforce and JIRA within defined SLAs
• Align closely with Global Renewals team, along with other different internal teams
• Prioritize issues based on severity and customer impact

About You

• 2-3 years of experience doing customer support for a modern / SaaS product
• Understanding of subscription billing in SaaS business
• Familiarity with support platforms like Zendesk, SupportDash, Jira, Salesforce and Confluence
• Very comfortable with technical concepts and great analytical skills
• Experience working with a globally-distributed team
• Excellent written and verbal communication skills

Good to have 

• Familiarity with pricing & licensing and basic accounting skills
• Excellent customer-facing skills (internal and external customers)

This position requires you to be present in our Bangalore office on Mondays, Wednesdays & Fridays

What Else?

In addition to Postman's pay-on-performance philosophy, and a flexible schedule working with a fun, collaborative team, Postman offers a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Along with that, our wellness programs will help you stay in the best of your physical and mental health. Our frequent and fascinating team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves. 

At Postman we value in person collaboration. We are in office 5 days a week for all roles based out of our hubs in San Francisco Bay Area, Boston, Austin, Tokyo and London. For roles based in Bangalore, employees currently work in the office three days a week and will transition to five days per week by the end of the year. We were thoughtful in our approach which is based on collaboration and grounded in feedback from our workforce, leadership team, and peers. The benefits of our in office model will be shared knowledge, brainstorming sessions, communication, and building trust in-person that cannot be replicated via zoom.

Our Values

At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

Equal opportunity

Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Postman does not accept unsolicited headhunter and agency resumes. Postman will not pay fees to any third-party agency or company that does not have a signed agreement with Postman.