Overview
This role is a Billing Client Support Specialist focused on owning the client billing experience end-to-end—ensuring accurate payment schedules, collected payments, and timely resolution of billing issues.
- Location: Remote
- Department: Operations
- Reports to: Head of Operations
- Employment type: PT to FT, Contractor
- Compensation: $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; 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; serve 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 that are 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.
- Understanding of 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, 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 recognize when an issue requires leadership approval.
Preferred Qualifications
Compensation & Benefits
- Salary range: $20/hr
- Type: PT to FT, Contractor
Location