Billing Analyst

Planet Fitness•Hampton, NH

1d•$60,000 - $75,000•Hybrid

About The Position

The Billing Analyst is responsible for supporting day-to-day member billing operations and ensuring the accuracy of billing transactions across Planet Fitness billing systems. This role focuses on invoice and payment reconciliation, billing exception management, member billing issue resolution, and support of Member Services escalations. Working across Member Services, Operations, Accounting, and Technology, the Billing Analyst investigates billing issues, resolves discrepancies, and continuously improves the member billing experience. The ideal candidate is highly analytical, detail-oriented, and comfortable researching complex account-level issues in a fast-paced environment. This role follows a hybrid schedule and requires regular, in-person work at our Hampton, NH or future Boston, MA office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of either office. Fully remote work is not available for this role.

Requirements

1–3 years of experience in billing operations, financial operations, customer billing, or related functions
Experience researching and resolving transactional discrepancies and account-level issues
Experience with ticketing or case management systems such as Zendesk, Zoho Desk, or Salesforce to track, manage, and resolve member billing inquiries
Advanced Microsoft Excel skills
Strong analytical and problem-solving skills
Exceptional attention to detail and ability to manage multiple priorities in a fast-paced environment
Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
Dedicated learner with a natural curiosity for consistent growth
Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
Cooperative team player with an upbeat, positive, “can-do” attitude!

Nice To Haves

Bachelor’s degree in Accounting, Finance, Business Administration, or related field preferred
Experience with billing platforms such as Zuora or similar subscription billing systems preferred
Experience supporting subscription-based or recurring billing environments preferred
Experience working with customer support or member service organizations preferred
Familiarity with payment processing and billing workflows preferred
Experience participating in system implementations, testing, or process improvement initiatives preferred

Responsibilities

Reconcile member invoices, payments, refunds, credits, and adjustments across billing & payments systems.
Investigate and resolve billing discrepancies to ensure accurate member account balances.
Review billing activity for completeness and accuracy and identify exceptions requiring investigation.
Process account adjustments, credits, refunds, and other billing-related transactions in accordance with company policies.
Support month-end billing validation activities and reconciliation efforts.
Ensure billing transactions and adjustments adhere to internal controls and company policies, and support audit and SOX compliance requirements.
Research and resolve billing exceptions, including duplicate charges, missing invoices, failed payments, unapplied payments, and account discrepancies.
Investigate root causes of recurring billing issues and partner with internal teams on corrective actions.
Monitor exception queues to ensure outstanding items are resolved promptly.
Maintain documentation of billing issues, resolutions, and process improvements.
Serve as a Tier 2 escalation point for Member Services on complex member billing inquiries.
Analyze member account histories and billing activity to support issue resolution.
Consult with Member Services and Club Operations to investigate and resolve member billing concerns.
Provide guidance and advise on billing policies, account adjustments, and member account activity.
Reduce ticket volume by identifying process improvements and training opportunities to improve member experience.
Support testing and validation of billing system enhancements, releases, and process changes.
Assist with development and maintenance of billing procedures and operational documentation.
Contribute to special projects related to billing operations and system implementations.