Billing Specialist

Collective • San Francisco, CA

5d • $25 - $25 • Remote

About The Position

As a Billing Specialist on the Member Operations team, you will own the billing side of the member lifecycle, from invoice questions and research through offboarding billing work and disputes. You will primarily use Stripe and Collective’s proprietary platform to resolve member billing questions, handle disputes and chargebacks, and ensure refunds and credits are accurate and follow policy.

You will identify recurring billing patterns and help turn common questions and edge cases into clear policies and improved processes, so similar situations receive consistent answers. The role is suited to someone who is detail-driven, comfortable with multi-step system processes, and able to explain billing decisions clearly to members and teammates. This is a 12-month contract.

Requirements

• At least 1 year of billing, payments, accounts receivable, or customer billing support experience.
• Experience with Stripe, including subscriptions, refunds, credit notes, and disputes.
• Sound judgment about when to follow a policy and when to escalate.
• Understanding of complex subscription lifecycle operations, such as prorated upgrades and downgrades or recurring subscription billing schedules.
• Clear written communication, including the ability to explain billing events and decisions in plain language.
• Comfort working in a cross-platform, ticket-based environment such as Zendesk, Jira, or Salesforce.
• Ability to manage a high volume of requests and meet deadlines in a fast-paced environment.
• A process-minded approach, including noticing recurring problems and suggesting fixes.
• A team-oriented mindset with a high degree of professionalism, integrity, and accountability.

Nice To Haves

• Experience with chargeback evidence and vendor dispute reason codes.

Responsibilities

• Process refunds and credits in Stripe.
• QA vendor invoices against internal records and own the process from identifying an issue through contacting the vendor and resolving it.
• Process offboarding requests, including final billing and subscription cancellations, and confirm that nothing remains open in Stripe.
• Manage member disputes and chargebacks end to end by gathering evidence, submitting responses in Stripe, tracking outcomes, and communicating status to internal partners.
• Document recurring issues, edge cases, and trends; recommend changes to billing guidelines and guardrails.
• Keep billing SOPs and documentation current as policies and processes change.
• Partner with Finance, Operations, Sales, and Member Success to resolve billing issues and improve tooling.
• Flag billing errors, unusual patterns, and potential revenue or member impact early.
• Assist with ad hoc requests such as failed-payment and past-due-account reporting.

What This Job Offers

• Education Level: No Education Listed