Overview
A rapidly growing network security organization is seeking a Billing & Accounts Receivable Specialist to manage customer billing inquiries and support the Finance team. This role involves handling the Zendesk billing inbox, resolving routine billing requests, and escalating complex issues. The position supports billing execution, payment processing, process improvements, and cross-functional projects in a fast-paced SaaS environment.
Responsibilities
- Monitor and manage the Zendesk billing inbox, responding promptly and accurately to customer tickets.
- Resolve routine billing inquiries such as sending invoice copies, updating billing information, answering general billing and payment questions, and directing customers to self-service resources.
- Identify and escalate complex issues like disputed charges, subscription discrepancies, and refund requests to senior billing staff.
- Flag recurring ticket patterns or systemic issues for broader resolution.
- Upload invoices into enterprise customers' payment portals according to schedule, ensuring accuracy and timeliness.
- Complete vendor/supplier forms received from sales or clients, coordinating with internal teams as needed.
- Apply customer payments (ACH, wire, check, credit card) to open invoices in NetSuite/Chargebee accurately and timely.
- Research and resolve unapplied cash, short payments, and overpayments; coordinate with customers on remittance details.
- Assist with accounts receivable aging review and follow-up on past-due accounts under senior staff guidance.
- Generate, review, and issue invoices, credit memos, and adjustments in line with contract terms and company policies.
- Reconcile billing data between CRM, billing system (Chargebee), and ERP (NetSuite) to ensure subscription and revenue accuracy.
- Support proration, true-ups, and mid-term contract changes as directed.
- Assist with month-end AR close tasks including invoice cutoff, deferred revenue schedules, and reconciliations.
- Prepare AR-related schedules and documentation for internal review and external audits.
- Verify customer tax exemption certificates and ensure proper setup in Anrok/Chargebee.
- Flag potential sales tax or revenue recognition issues to senior team members.
- Follow internal controls over billing, cash application, and customer master data changes.
- Maintain organized records of customer communications, approvals, and supporting documentation for audit readiness.
- Assist with ad hoc billing operations tasks and contribute to maintaining internal documentation.
- Participate in team meetings and training to build billing operations knowledge.
Requirements
- 3–4 years of experience in billing, customer support, or operations roles.
- Strong written communication skills with a professional, clear, and friendly tone.
- Comfortable working across multiple platforms simultaneously (training provided).
- Attention to detail and ability to consistently follow documented processes.
- Good judgment to resolve issues independently or escalate appropriately.
- Ability to work hours overlapping with Eastern Time (ET).
- Eligibility to work in the region of hire without employer sponsorship now or in the future.
Preferred Qualifications
- Experience with NetSuite, Zendesk, Chargebee, Salesforce, or similar billing/support platforms.
- Familiarity with SaaS subscription billing models.
- Experience in a B2B environment.
Compensation & Benefits
- Salary range: $65,000 to $75,000 USD (dependent on level, experience, skills, and location).
- Performance-based compensation advancement opportunities.
- Paid company-wide week off at the end of each year.
- Flexible vacation policy.
- Full medical, dental, and vision benefits for US, UK, and Canada-based employees.
- Short-term disability and life insurance benefits; long-term disability available.
- Retirement savings account options with vested company matching for qualifying employees.
- Company swag and in-person annual gatherings.
Location
This role requires working hours overlapping with Eastern Time (ET). The position supports remote or hybrid work arrangements depending on the candidate's location within the US, UK, or Canada.
This organization participates in the E-Verify program and uses advanced software tools to ensure the integrity of its hiring process.