Overview
This role supports end-to-end client billing and collections across active accounts, ensuring accurate payment schedules, timely collections, and resolution of billing issues. You will serve as the primary point of contact for billing questions and payment processing problems, working closely with clients, payment processors, Client Success, Sales, and leadership.
- Title: Billing Client Support Specialist
- Location: Remote
- Department: Operations
- Reports To: Head of Operations
- Employment Type: PT to FT, Contractor
- Salary Range: $20/hr
Responsibilities
- Handle client billing inquiries and failed payments via phone and email.
- Own client billing and payment processing across active accounts, including program fees, advertising spend, renewals, installments, and additional fees.
- Review contracts and maintain accurate payment schedules based on agreed-upon amounts, due dates, and terms, including approved custom arrangements and non-standard billing structures.
- Track upcoming, due, overdue, and outstanding payments; proactively follow up on failed or overdue payments and document collection activity.
- Collect and maintain billing authorizations and payment information securely through approved systems.
- Troubleshoot declined payments, card issues, processor restrictions, and other payment failures.
- Support clients with billing questions, balances, payment schedules, and discrepancies; provide invoices and payment documentation when requested.
- Process approved refunds and ensure they are documented accurately.
- Manage chargebacks and payment disputes from initial notification through resolution, gathering supporting documentation and coordinating timely responses with payment processors.
- Track dispute outcomes, determine whether payments need to be recollected based on the contract and dispute resolution, and coordinate appropriate follow-up.
- Coordinate renewal billing, including upfront payments and future payment schedules; confirm required payments are complete before accounts are relaunched or extended.
- Reconcile contracts, payment records, and internal account information; resolve discrepancies and maintain accurate billing trackers and financial records.
- Keep Client Success, Sales, and leadership informed of payment status and account issues; act as the primary internal resource for billing and collections.
- Handle billing escalations within established authority; obtain leadership approval when required and follow up on accounts not meeting contractual payment obligations.
- Assist with the creation and review of client contracts.
Requirements
- Experience in client billing, accounts receivable, collections, payment operations, or a closely related role.
- Experience managing chargebacks, payment disputes, and supporting documentation for processor responses.
- Experience with recurring billing, renewals, and custom payment arrangements.
- Experience supporting clients in marketing agencies, coaching organizations, or other service-based businesses.
- Experience coordinating billing matters across Sales, Client Success, and finance or operations teams.
- Ability to understand invoicing, installment plans, payment schedules, and account reconciliation.
- Ability to interpret contractual billing terms and translate them into accurate charges and payment schedules.
- Experience using payment processors and resolving failed transactions or billing discrepancies.
- Clear and confident communication, including during sensitive conversations about overdue balances or payment disputes.
- Strong attention to detail and the ability to maintain accurate, organized financial records.
- Ability to take ownership of work and manage multiple accounts, deadlines, and follow-ups without constant supervision.
- Comfort using spreadsheets, CRMs, and billing systems, and learning new tools.
- Sound judgment, ability to protect confidential information, and recognition of when an issue requires leadership approval.
Preferred Qualifications
Compensation & Benefits
- Salary Range: $20/hr
- Employment Type: PT to FT, Contractor
Location