Billing Resolution Specialist

Job Summary

Owning complex billing and contract cases for Mid-Market and Commercial accounts, the remote Contract and Billing Resolution Specialist will manage customer reports of billing issues, investigate discrepancies, and collaborate with cross-functional teams to ensure resolutions while maintaining clear communication with clients.

Key responsibilities

• Manage and resolve complex billing and contract cases from initial report to confirmed fix, ensuring customer satisfaction throughout the process
• Investigate billing errors by reconstructing timelines and collaborating with various internal teams to determine root causes and appropriate solutions
• Log and track all billing requests, providing insights on systemic issues and driving improvements in billing processes across the organization

Required qualifications

• 4+ years of experience in billing operations, order to cash, revenue operations, or a similar finance and operations role
• Strong investigative skills with the ability to analyze incomplete or conflicting information across multiple systems
• Proven ability to manage priorities effectively and demonstrate high emotional intelligence in customer-facing situations
• Experience with order forms, amendments, and their integration into billing processes
• Familiarity with Salesforce, NetSuite, or equivalent ERP systems, as well as CPQ tools