Billing Specialist

Overview

This role is part of the Member Operations team and owns the billing side of the member lifecycle—from invoice questions and research through final offboarding billing work and disputes.

Work is primarily in Stripe and the employer’s proprietary platform, resolving member billing questions, handling disputes and chargebacks, and ensuring every refund and credit is accurate and follows policy.

The Billing Specialist also identifies billing patterns early. When recurring questions or edge cases emerge, you’ll help turn them into clear policy or improved processes so the same situation receives consistent handling.

Please note: This is a 12 month contract.

Responsibilities

• Process refunds and credits in Stripe
• QA vendor invoices against internal records, owning the end-to-end workflow from issue flag to vendor contact and resolution
• Process offboarding requests, including final billing, subscription cancellations, and confirming nothing is left open in Stripe
• Manage member disputes and chargebacks end to end:
  • Gather evidence
  • Submit responses in Stripe
  • Track outcomes
  • Communicate status to internal partners
• Inform billing policy by documenting recurring issues, edge cases, and trends, and recommending changes to guidelines and guardrails
• Keep billing SOPs and documentation current as policies and processes change
• Partner with Finance, Operations, Sales, and Member Success to resolve billing issues and improve tooling
• Flag billing errors, unusual patterns, and potential revenue or member impact early
• Assist with ad hoc requests such as failed payment and past-due account reporting

Requirements

• 1+ years of billing, payments, accounts receivable, or customer billing support experience
• Experience with Stripe (subscriptions, refunds, credit notes, and disputes)
• Sound judgment on when to follow policy versus escalate
• Understanding of complex subscription lifecycle operations (including prorated upgrades/downgrades and recurring/subscription billing schedules)
• Clear written communication skills, including the ability to explain billing events and decisions in plain language
• Comfort working in a cross-platform, ticket-based environment (Zendesk, Jira, Salesforce)
• Ability to manage a high volume of requests and meet deadlines in a fast-paced environment
• A process-minded approach: identify what keeps breaking and suggest fixes
• Team-oriented mindset with professionalism, integrity, and accountability

Preferred Qualifications

• Experience with chargeback evidence and vendor dispute reason codes

Compensation & Benefits

• Not specified in the provided job description

Location

• Remote