Billing Support Specialist

Employer: Olo

We are looking for a Billing Support Specialist to assist Olo customers with questions and issues related to their monthly and periodic invoices. We want people who are passionate about empathy and excellent customer service.

Reporting to the Senior Billing Support Team Lead, the Billing Support Specialist will respond to customer tickets, investigate complex billing issues, complete refunds, audits and product changes, and identify areas for improvement within our billing systems as reported by customers. This is an amazing opportunity for a person who wants to be a part of a small and dynamic team with opportunities to contribute to the growth of the billing area of support.

You can work remotely from anywhere in the U.S. or at Olo’s headquarters in NYC on the 82nd floor of One World Trade Center. The work hours for this position are Monday through Friday from 9 am to 6 pm EST.

What You’ll Do

Provide support to customers and their franchisees during times of monthly invoicing.
Provide support in partnership with Finance to diagnose, research, document, and resolve escalated billing issues.
Help draft, edit, and maintain both internal and customer-facing billing documentation.

Process refunds on behalf of customers
Process product adjustments in our system
Audit billing product changes in our system for accuracy, as part of SOX controls

Process customer invoices for payment
Create tickets for the product team on suggested billing process improvements, as reported by customers.
Research invoice transaction discrepancies and escalate issues

Provide feedback to the Business Systems, leadership and product teams on ways to improve internal processes and the billing system to improve the customer experience and overall billing support flow.
Guide our customers on the use of self-service tools in their portals
Attend internal and customer-facing training to learn about product enhancements.

What You’ll Bring

Up to one year of experience providing customer support.
Knowledge of word processing, spreadsheet tools (MS Office, Google Drive), and internet navigation skills.
Passion and empathy for solving customers’ problems; ability to solve problems by using available resources.

Comfortable working with detailed procedures and program guidelines.
Experience in written and verbal customer communication with a focus on detail.
You work independently and in a team environment.

Embody teamwork, excellence in service, integrity, and accountability.
Self-motivated, quick learner with attention to detail.
Avid interest in the restaurant industry.

Nice to Have

Experience working and thriving in a remote environment
Experience using ticketing systems such as Zendesk to process and resolve support requests.
Experience with invoicing and payments software such as Intacct.

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