Billing & Accounts Receivable Specialist

Job Description

REQUIREMENTS

• 3–4 years of experience in a billing, customer support, or operations role.
• Strong written communication skills with a professional, clear, and friendly tone.
• Comfort working across multiple platforms simultaneously (training will be provided on specific tools).
• Attention to detail and ability to follow documented processes consistently.
• Ability to exercise judgment on when to resolve independently vs. escalate.
• Ability to work hours overlapping with ET hours
• Must be eligible to work in the region of hire without sponsorship from an employer now and/or in the future
• Experience with Netsuite, Zendesk, Chargebee, Salesforce, or similar billing/support platforms.
• Familiarity with SaaS subscription billing models.
• Experience in a B2B environment.

RESPONSIBILITIES

• Zendesk Billing Support (Primary Focus)
  • Monitor and manage the Zendesk billing inbox, responding to customer tickets promptly and accurately with follow up as needed.
  • Resolve routine billing inquiries including: sending copies of invoices, updating billing addresses or contact information, answering general billing and payment questions, and directing customers to self-service resources where applicable.
  • Identify and escalate more complex issues (e.g., disputed charges, subscription discrepancies, refund requests) to senior billing team members.
  • Flag recurring ticket patterns or potential systemic issues (e.g., bugs introduced after product updates) for broader resolution.
  • Enterprise Invoice Portal Uploads
  • Upload invoices into enterprise customers’ payment portals on their required schedule.
  • Ensure accuracy and timeliness of uploads to prevent payment delays.
• Vendor Form Completion
  • Complete vendor/supplier forms received from the Sales team or directly from clients.
  • Coordinate with internal teams to gather required information as needed.
• Cash Application & AR Support
  • Apply customer payments (ACH, wire, check, credit card) to open invoices in NetSuite/Chargebee accurately and timely.
  • Research and resolve unapplied cash, short payments, and overpayments; coordinate with customers on remittance details.
  • Assist with AR aging review and follow-up on past-due accounts under guidance of senior billing/AR staff.
• Invoice & Billing Accuracy
  • Generate, review, and issue invoices, credit memos, and adjustments in accordance with contract terms and company policies.
  • Reconcile billing data between CRM, billing system (Chargebee), and ERP (NetSuite) to ensure subscription and revenue accuracy.
  • Support proration, true-ups, and mid-term contract changes as directed.
• Month-End Close Support
  • Assist with month-end AR close tasks, including invoice cutoff, deferred revenue support schedules, and reconciliations.
  • Help prepare AR-related schedules and documentation for internal review and external audits.
• Sales Tax & Compliance
  • Verify customer tax exemption certificates and ensure proper setup in Anrok/Chargebee.
  • Flag potential sales tax or revenue recognition issues to senior team members.
• Controls & Documentation
  • Follow established internal controls over billing, cash application, and customer master data changes.
  • Maintain organized records of customer communications, approvals, and supporting documentation for audit readiness.
• General Support
  • Assist with ad hoc billing operations tasks as assigned.
  • Contribute to maintaining and updating internal documentation in Confluence.
  • Participate in team meetings and training to build billing operations knowledge over time.

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