Overview
This role supports the Business Operations team by ensuring customers receive accurate, timely, and professional billing assistance. It involves customer interaction, maintaining billing system accuracy, and coordinating operations across multiple internal teams. The Billing Operations Specialist also partners with Customer Account Managers to address inquiries related to customer accounts, billing changes, and invoice questions.
Responsibilities
- Handle incoming billing cases via phone, chat, and email, ensuring accurate documentation and timely resolution or routing.
- Act as the first point of contact for customers regarding tax increases, price changes, or monthly charge variations.
- Provide real-time support for urgent billing issues, payment questions, and account status concerns with a professional approach.
- Process billing structure updates such as invoice consolidation, purchase order changes, and recurring invoice modifications.
- Review and audit customer accounts to explain charges, proration, historical billing, and invoice fluctuations (e.g., tax jurisdiction changes, updated pricing, usage-based billing).
- Update billing contacts, invoice recipients, and account communication preferences.
- Assist customers with billing portal access, payment method guidance, and wire/ACH instructions.
- Respond to general billing inquiries including balances, due dates, invoice copies, and usage-based charges (e.g., international calling, cloud-storage fees).
- Manage hardware-related requests including processing new device orders, coordinating returns, and updating account records.
- Utilize AI tools to create efficiencies, assist with analysis, and connect data sets to customer behaviors.
Requirements
- 3-5 years of experience in billing operations, customer support, accounts receivable, or broader business operations.
- Strong attention to detail and ability to interpret billing data.
- Excellent written and verbal communication skills.
- Ability to manage multiple cases in a CRM system; Salesforce experience required.
- Comfortable working cross-functionally with Finance, Support, and Operations teams.
- Problem-solving mindset focused on accuracy, efficiency, and customer satisfaction.
Compensation & Benefits
- Base salary range: $62,000 - $82,000 USD (dependent on education, skills, experience, and location).
- Eligibility for bonuses, sales incentives (target included in OTE), and stock in the form of Restricted Stock Units (RSUs).
- Comprehensive Medical, Dental, and Vision insurance for employees and eligible dependents.
- Options for HMO, PPO, or PPO with HDHP plans (including HSA with employer contributions).
- Employer-paid income protection benefits including Basic Life and AD&D, Short- and Long-term disability.
- Flexible Spending Accounts (Healthcare & Dependent Care).
- Commuter benefits.
- Voluntary accident, critical illness, hospital indemnity, and legal insurance.
- 401(k) plan with employer match and Roth options.
- Employee Stock Purchase Plan (ESPP).
- Paid time off, sick time, and observed corporate holidays.
- Employee Assistance Program.
- Life balance benefits including travel assistance services and identity theft protection.
- Additional benefits such as discount programs, credit union access, and Medicare assistance.
Location
This position is based in the United States.