Billing Operations & Revenue Systems

Overview

This role involves managing and supporting subscription billing, payment processing, revenue operations, and the customer billing experience for a SaaS organization. The ideal candidate will have strong expertise in Chargebee, Stripe, subscription lifecycle management, revenue reconciliation, and customer support operations.

Responsibilities

Subscription Billing & Chargebee Administration

• Serve as the primary administrator and subject matter expert for Chargebee.
• Manage product catalogs, pricing plans, subscriptions, coupons, and billing configurations.
• Execute catalog changes, price increases, catalog deactivations, and reactivations.
• Monitor subscription lifecycle events including upgrades, downgrades, renewals, cancellations, and reactivations.
• Troubleshoot and resolve billing system issues and process discrepancies.

Stripe & Payment Operations

• Maintain a deep understanding of Stripe payment processing and platform functionality.
• Manage payment workflows including credit card transactions, ACH payments, refunds, disputes, chargebacks, and failed payments.
• Support Stripe integrations with Chargebee and internal company applications.
• Investigate payment exceptions and ensure timely resolution.

Systems Integration & API Management

• Understand and support integrations between Chargebee, Stripe, banking platforms, and internal software systems.
• Utilize APIs and system logs to diagnose and resolve operational issues.
• Collaborate with Engineering and Product teams on system enhancements and troubleshooting.
• Document integration workflows, dependencies, and operational procedures.

Customer Billing Support

• Respond to customer tickets related to billing, invoicing, refunds, payment failures, ACH transactions, credit card processing, subscription changes, and account inquiries.
• Ensure timely and accurate resolution of customer issues while maintaining high customer satisfaction.
• Escalate complex issues appropriately and drive resolution across cross-functional teams.

Revenue Operations & Financial Reconciliation

• Perform revenue recognition reconciliation between Chargebee and financial systems.
• Prepare and maintain Annual Recurring Revenue (ARR) roll-forward schedules.
• Validate subscription revenue, deferred revenue, bookings, billings, and collections data.
• Support monthly, quarterly, and annual close processes.
• Investigate and resolve discrepancies impacting revenue reporting.

Operational Excellence & KPI Management

• Monitor and maintain service-level agreements (SLAs) and customer response metrics.
• Track and report key performance indicators related to ticket resolution, billing accuracy, and operational efficiency.
• Identify process improvement opportunities and implement scalable solutions.
• Develop and maintain operational documentation, standard operating procedures (SOPs), and knowledge base articles.

Required Qualifications

• Strong hands-on experience with Chargebee administration and subscription billing operations.
• Deep understanding of Stripe payment processing and payment workflows.
• Experience supporting SaaS subscription business models.
• Familiarity with payment methods including credit cards, ACH, refunds, chargebacks, and collections.
• Knowledge of revenue recognition principles and SaaS metrics such as ARR, MRR, churn, and renewals.
• Experience working with APIs, system integrations, and troubleshooting data flows.
• Strong analytical and reconciliation skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience with SaaS platforms.
• Knowledge of accounting systems and financial reporting processes.
• Experience supporting global subscription and payment operations.
• Familiarity with reporting tools and SaaS business metrics.
• Experience working in a high-growth SaaS environment.

Equal Opportunity Statement

The organization is an equal opportunity employer committed to creating an inclusive environment for all employees and values diversity in its workforce.