Pingboard
The Billing Support Specialist role is a key member of Pingboard’s Customer Experience Team, focusing specifically on customer experiences as they relate to billing, contracts, and most services related to payment processing. Responsibilities include but are not limited to, direct support via email for escalated billing issues, providing proactive support to customers who are experiencing issues in paying their accounts, and receiving invoices. This role also serves as the subject matter expert for billing processes and operations, as well as Pingboard’s billing software stack. As such, this role is responsible for assisting in the recognition and resolution of billing issues. Members in this role will dedicate, on average, 40% of their time on direct customer support conversations while 60% is spent on other task and project-based efforts.
Job Responsibilities:
- Answer and solve customer inquiries through email and/or phone.
- Serve as the primary point of contact for escalation of billing issues too complex or sensitive for Frontline Agents.
- Develop training materials to enable Frontline Agents to take on basic billing inquiries.
- Drive process improvements in the area of accounts receivable, cash applications, credit management, collections, and other areas directly affecting the customer’s billing experience.
- Manage the company’s collections process from start to finish while partnering closely with the Frontline Team and Customer Success Managers.
- Complete required and accurate vendor documentation tied to billing from our customers as requested, or provide training for others to do so.
- Work closely with the Customer Success Team and Frontline Agents to process contracts, adhere to processes for contract storage, and review.
- Provide updates on accounts receivable and collections success and strategy to the management team on a regular basis.
- Manage sales tax filing processes.
- Partner with the VP of Growth to own monthly financial close processes, including providing billing-related data to other Pingboard resources as needed.
- Ownership of audit processes to ensure billing accuracy and own remediation of any billing issues.
- Work directly with the Product Team to advocate for enhancements to the customer experience around billing.
Here are some examples of how someone in this role’s success will be measured:
- Show efficacy in billing initiatives and their success metrics.
- Show excellence in customer communications by receiving acceptable marks in monthly conversation reviews.
- Maintain a trust score of 80% or higher in the billing knowledge collection in our internal knowledge base.
- Provide timely and accurate replies to customer inquiries within the boundaries of the CX Team’s goals and SLA’s.
Potential Next Level Items:
- Work directly with the Product team to advocate for enhancements to the customer experience around billing.
- Train and mentor other team members in Frontline and Billing Specialist Roles.
Requirements
- 1+ years of billing support or operations experience.
- Excellent verbal and written communication skills.
- Ability to operate independently and prioritize work.
- Ability to work and interact effectively in a team environment.
- Proficient with Google Suite products and general office software knowledge.
- Energetic, mature, positive person who thrives on working independently.
- Ability to multi-task and work in a fast-paced environment with little supervision.
- Maintain confidentiality in all aspects of employee and company information.
- Excellent attention to detail regarding delivery of work.
- Experience utilizing Zuora billing software is a HUGE PLUS!
Benefits
To support you in your work, we offer
- A commitment to our values: We’re transparent, we’re challengers, we’re here to grow, and we believe our differences are our strengths
- An encouraging environment where you can be your authentic self
- Supportive leadership that will help you grow and do your best work
- A focus on results, not long hours
- Competitive salary and equity stake in the company
- Medical, dental and vision coverage
- Company paid life and disability insurance
- Open vacation policy and 13 company paid holidays
- Generous paid parental leave
- 401K matching with zero vesting
- Monthly stipend for your home office
- Monthly snacks to nosh delivered to your home office