Customer & Billing Specialist

Spear•Scottsdale, AZ

9d•Hybrid

About The Position

Spear Education is seeking a Customer & Billing Specialist who can turn complex billing issues and critical customer moments into long-term loyalty. This role is a key partner to our Customer Success team—owning billing accuracy, resolving customer challenges, and helping us deliver an experience that keeps customers engaged and committed. If you’re someone who can combine empathy, attention to detail, and problem-solving -and you’re comfortable navigating both billing conversations and retention moments - this is where you’ll thrive.

Requirements

Experience in customer support, billing, account management, or similar roles
Strong communication skills - you’re clear, calm, and confident in any situation
High attention to detail and pride in getting things right the first time
Ability to navigate both customer conversations and light technical troubleshooting
A proactive, solutions-oriented mindset

Responsibilities

Customer Retention & Experience Support: Customer Success in achieving 90% customer retention
Manage cancellation requests with curiosity and care—identifying root causes and retaining at least 30% of at-risk customers
Turn challenging customer interactions into positive, trust-building experiences
Follow through to ensure every issue reaches full resolution - even across teams
Billing & Account Management: Proactively monitor accounts with open invoices due to expired or invalid payment methods
Conduct outbound outreach to resolve billing issues and update payment information
Guide customers through updating credit cards and account details with clear, simple instructions
Ensure accuracy across contracts, pricing, and billing records
Customer Support & Technical Coordination: Respond to customer inquiries (phone, email, chat) with speed, accuracy, and professionalism
Troubleshoot common platform issues, including supporting customers or their web teams with embedding videos and images
Reduce technical barriers so customers can fully utilize products and services
Accurately log all interactions in CRM and follow established processes
Partner with your team to ensure support tickets are resolved within 96 hours
Resolution Ownership & Communication: Ensure timely and accurate resolution of customer issues from start to finish
Communicate updates, outages, and resolutions clearly to both internal and external stakeholders
Escalate issues appropriately while maintaining ownership of the customer experience
Follow up proactively to confirm resolution and satisfaction