Billing Specialist

Collective • San Francisco, CA

3d • Remote

About The Position

Collective is hiring a Billing Specialist for its Member Operations team. The role owns billing tasks across the member lifecycle, from investigating invoice questions to final offboarding billing work and disputes. The specialist primarily uses Stripe and Collective’s proprietary platform to answer member billing questions, handle disputes and chargebacks, and ensure refunds and credits are accurate and policy-compliant.

The position also identifies recurring billing questions and edge cases, documenting patterns and recommending clearer policies, guidelines, and processes. It works cross-functionally with Finance, Operations, Sales, and Member Success to resolve billing issues and improve tooling. This is a 12-month contract role.

Requirements

• At least 1 year of experience in billing, payments, accounts receivable, or customer billing support.
• Experience using Stripe for subscriptions, refunds, credit notes, and disputes.
• Sound judgment about when to follow policy and when to escalate.
• Understanding of complex subscription lifecycle operations, such as prorated upgrades or downgrades and recurring or 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.
• Ability to manage a high volume of requests and meet deadlines in a fast-paced environment.
• A process-minded approach, with the ability to identify recurring problems and suggest fixes.
• A team-oriented mindset and a high degree of professionalism, integrity, and accountability.

Nice To Haves

• Experience with chargeback evidence and vendor dispute reason codes.
• Experience with ticket-based tools such as Zendesk, Jira, or Salesforce.

Responsibilities

• Process refunds and credits in Stripe.
• Quality-assure vendor invoices against internal records and manage 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, including 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 standard operating procedures 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 impacts early.
• Assist with ad hoc requests, such as failed-payment and past-due-account reporting.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed