Billing Support Specialist
About The Position
The Problem: Our customer base is expanding, increasing the volume of complex billing, invoicing, and account inquiries. Expanding our reach creates a need for clear operational alignment between front-line customer advocacy and back-end financial processes. You'll take this on by serving as the primary bridge between Finance and Customer Care, resolving complex account cases while keeping data accurate and customer trust high. What You'll Own: Manage end-to-end billing operations cases, resolving invoice discrepancies, cash applications, and account escalations. Perform detailed customer reconciliations and dataset analysis in Salesforce and billing systems to clarify contract terms and billing histories. Partner cross-functionally with Customer Success, Account Executives, Deal Operations, and Finance to resolve complex, multi-layered account inquiries. Educate customers on payment processes, contractual terms, and account self-sufficiency across phone, email, and live chat. Author workflow documentation, process improvements, and Customer Help Center articles to resolve operational bottlenecks and reduce inbound case volume. What This Role is Not: This isn't a traditional Accounts Receivable or collections role, you'll conduct reconciliations and address billing issues, but your core focus is high-touch customer resolution and cross-functional problem-solving. This isn't a backend Finance role focused on closing books, you will collaborate closely with Finance, but your work centers on customer-facing advocacy and operational workflows. This isn't a purely scripted support queue, you'll navigate ambiguous edge cases, analyze account data, and autonomously manage your case queue.
Requirements
- Demonstrated experience in customer-facing roles in fast-paced environments, with a focus on billing operations, accounts receivable, or technical support.
- Strong analytical proficiency with spreadsheet tools, including pivot tables, data manipulation, and VLOOKUPs to analyze billing datasets.
- Practical capability navigating Salesforce, billing platforms, and omnichannel customer communication systems.
- Proven ability to de-escalate complex customer matters and navigate contract terms with clear, professional written and verbal communication.
- A habit of start-to-finish case ownership, with flexibility to balance customer needs alongside core operational priorities.
Responsibilities
- Manage end-to-end billing operations cases, resolving invoice discrepancies, cash applications, and account escalations.
- Perform detailed customer reconciliations and dataset analysis in Salesforce and billing systems to clarify contract terms and billing histories.
- Partner cross-functionally with Customer Success, Account Executives, Deal Operations, and Finance to resolve complex, multi-layered account inquiries.
- Educate customers on payment processes, contractual terms, and account self-sufficiency across phone, email, and live chat.
- Author workflow documentation, process improvements, and Customer Help Center articles to resolve operational bottlenecks and reduce inbound case volume.
Benefits
- Flock Stock Options
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
