Essentials

• 3+ years professional experience, preferably in a client-facing role: experience in a billing-related role a plus
• Highly detail-oriented with excellent communication and organisation skills
  • you will primarily be providing support via email, but phone calls / zoom meetings with clients may be required. You have no problems working with multicultural clients where English as a second language is common
  • have a focus on accuracy in data and communications, which is vital to your work communicating and updating subscription information
  • have a skill for keeping things in order and managing multiple tasks and priorities
• Tech-savvy problem solver, curious about how things work ‘behind the scenes’
  • you’re confident learning new systems and software
  • love solving problems and helping others solve theirs
  • curious to learn more and understand SaaS business operations
• Open to learning and contributing to different facets of the operations team
• Know working remotely suits you perfectly:
  • you can work independently, are self-motivated and proactive, but enjoy being part of a team and working toward shared goals
  • you have access to fast, reliable internet and a dedicated space to work without distractions

Responsibilities

• Client billing support:
  • Be the first point of contact for all inbound billing and subscription queries via email/tickets and phone
  • Troubleshoot billing discrepancies and resolve client payment issues in a timely manner
  • Review and escalate (as needed) complex client queries around contracts, special agreements, etc
• Debt collection:
  • Oversee and manage our debt collection processes
  • Communicate with clients clearly and accurately regarding outstanding payments via email and phone (no angry calls here – our clients are lovely and we keep things simple)
• Complete client and subscription related data maintenance:
  • Ensure subscription-related data is accurate and up-to-date
  • Work with our client success and sales teams to verify information as required
• Identify and report issues with operations processes / tools
• Identify and implement opportunities for process improvement