Billing Support Specialist

Who you are

• Demonstrated experience in customer-facing roles in fast-paced environments, with a focus on billing operations, accounts receivable, or technical support
• Strong analytical proficiency with spreadsheet tools, including pivot tables, data manipulation, and VLOOKUPs to analyze billing datasets
• Practical capability navigating Salesforce, billing platforms, and omnichannel customer communication systems
• Proven ability to de-escalate complex customer matters and navigate contract terms with clear, professional written and verbal communication
• A habit of start-to-finish case ownership, with flexibility to balance customer needs alongside core operational priorities

What the job involves

• Our customer base is expanding, increasing the volume of complex billing, invoicing, and account inquiries
• Expanding our reach creates a need for clear operational alignment between front-line customer advocacy and back-end financial processes
• You'll take this on by serving as the primary bridge between Finance and Customer Care, resolving complex account cases while keeping data accurate and customer trust high
• Manage end-to-end billing operations cases, resolving invoice discrepancies, cash applications, and account escalations
• Perform detailed customer reconciliations and dataset analysis in Salesforce and billing systems to clarify contract terms and billing histories
• Partner cross-functionally with Customer Success, Account Executives, Deal Operations, and Finance to resolve complex, multi-layered account inquiries
• Educate customers on payment processes, contractual terms, and account self-sufficiency across phone, email, and live chat
• Author workflow documentation, process improvements, and Customer Help Center articles to resolve operational bottlenecks and reduce inbound case volume
• This isn't a traditional Accounts Receivable or collections role, you'll conduct reconciliations and address billing issues, but your core focus is high-touch customer resolution and cross-functional problem-solving
• This isn't a backend Finance role focused on closing books, you will collaborate closely with Finance, but your work centers on customer-facing advocacy and operational workflows
• This isn't a purely scripted support queue, you'll navigate ambiguous edge cases, analyze account data, and autonomously manage your case queue

Benefits

• 🌴Use what you need PTO: We seriously mean it, plus 11 company holidays and your birthday off!
• ⚕️Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match
• 👪Family Leave: We provide 16 weeks of 100% paid leave for primary caregivers and 12 weeks of 100% paid leave for secondary caregivers
• 🍼Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or infertility
• 🧠Mental Health: All employees receive an annual subscription to Headspace
• 💖Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
• 💸Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions
• 💻WFH Stipend: $150 per month to cover the costs of working from home
• 📚L&D Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more
• 🏠Home Office Stipend: A one-time $750 to help you create your dream office
• 🏢Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area)
• 🐾Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies