Billing & Customer Service Associate

Overview

A remote position is available for a Billing & Customer Service Associate to support subscription renewals, accounts receivable, customer support, and administrative tasks. This role is part of an operations team supporting a specialized editorial publication focused on cancer research and healthcare policy. The position is client-facing and suited for individuals with strong attention to detail and excellent interpersonal skills.

Location: Remote, accepting candidates residing in Washington DC, Maryland, Virginia, Pennsylvania, New Jersey, New York, New Hampshire, and Massachusetts.

Salary: $60,000 annually

Employment Type: Full-time, 40 hours per week

Reports To: Account Manager

Responsibilities

Subscription Billing & Accounts Receivable

• Manage subscription invoicing and renewals
• Track accounts receivable and update client accounts using QuickBooks, Monday.com, and WordPress
• Serve as the first point of contact for payment follow-up, renewals, and cancellations following internal escalation procedures
• Lead vendor portal onboarding and management
• Draft quotes for subscription sales, upgrades, and renewals for team approval
• Maintain accurate billing records
• Provide support for advertising accounts receivable as needed

Technical Customer Service/Support

• Act as the initial contact for subscriber inquiries, online account issues, and troubleshooting
• Interface with individual readers and subscription administrators at cancer centers, health systems, biotech and pharmaceutical companies, non-profits, government agencies, and subscription management companies
• Coordinate with clients’ IT departments and libraries
• Onboard new subscribers
• Audit customer accounts to resolve login issues, update IP addresses, and guide customers through login options
• Prepare and send account updates and usage reports to clients
• Perform monthly data exports
• Maintain up-to-date client records

Supporting Duties

• Participate in monthly operations team review meetings to flag issues, overdue payments, and other concerns
• Document subscription sales inquiries and draft quotes to support the sales pipeline
• Perform other administrative duties as needed, including annual subscriber list audits, updating sales and informational documents, and cross-training on advertising customer service to support team member time off

Requirements

• Minimum of 1 year of customer-facing or administrative experience; billing support or member organization experience is a plus
• Strong written and verbal communication skills
• High attention to detail, especially with financial data and technical systems
• Technically proficient with the ability to learn new systems quickly
• Self-motivated and comfortable asking for help when needed
• Interest in health, news publications, or oncology

Preferred Qualifications

• Experience with QuickBooks Online, Monday CRM, Stripe, and Asana
• Proficiency with Google Suite
• IT or technical customer support experience
• Experience working with health systems or complex, matrixed organizations
• Background in membership/subscription renewal, accounting, bookkeeping, collections, or invoicing

Compensation & Benefits

• Health insurance (CareFirst BlueCross BlueShield)
• Dental insurance (CareFirst BlueCross BlueShield)
• 401(k) plan with company match after 3 months of employment
• Unlimited paid time off, plus scheduled publication breaks (minimum 3 weeks)
• 12 weeks paid parental leave

Additional Information

• Staff members are prohibited from directly investing in pharmaceutical companies or data companies directly engaged in cancer.
• The employer is registered to employ in Maryland, Virginia, New Jersey, Massachusetts, Pennsylvania, New York, New Hampshire, Maine, and Washington, DC. Priority will be given to candidates residing in these states.
• Applications that do not answer required questions will not be considered.
• AI-generated responses are not accepted for application questions.

Location

Remote position with eligibility limited to candidates residing in Washington DC, Maryland, Virginia, Pennsylvania, New Jersey, New York, New Hampshire, and Massachusetts.