Sr Customer Support Ops Rep

Billing Inquiry Analyst

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

Position Summary:

The Billing Inquiry Analyst is a highly visible, customer-facing role that serves as a key liaison between customers and internal business partners, including Billing Operations, Sales, Customer Success, Finance, Revenue Operations, Service Operations, Product, and Engineering teams. This position is responsible for managing and resolving customer billing inquiries, disputes, escalations, and exception requests while ensuring a positive customer experience and protecting revenue integrity.

This individual will also serve as the primary billing liaison for a portfolio of strategic customers, including the organization's Top 20 accounts, providing proactive support for complex billing concerns and high-impact customer situations.

The ideal candidate possesses strong analytical, communication, and problem-solving skills, with the ability to investigate and resolve medium- to high-complexity billing scenarios across multiple systems, products, contracts, and monetization models. This individual must be comfortable navigating ambiguity, conducting detailed research, and delivering thoughtful, comprehensive, and customer-centric responses to both internal and external stakeholders.

Success in this role requires deep expertise in the organization's billing processes, contract language, pricing structures, and operational workflows, along with a strong understanding of how billing transactions originate and flow across the business. The individual is expected to continuously develop expertise in emerging monetization strategies, including subscription, usage-based, consumption-based, and hybrid billing models, while embracing AI-powered tools and Agentic AI capabilities to improve operational efficiency, customer support, and decision-making.

• Serve as the primary point of contact for customer billing inquiries, disputes, billing escalations, and exception requests submitted through the Billing Inquiry intake process.
• Act as the billing liaison for assigned strategic customers, including the organization's Top 20 accounts, managing complex billing concerns and ensuring a high-quality customer experience.
• Investigate, analyze, and resolve medium- to high-complexity billing issues while ensuring accurate, timely, and customer-focused resolutions.
• Develop and maintain expertise in company billing processes, contract terms, pricing structures, invoicing procedures, and monetization models.
• Build proficiency in subscription, recurring revenue, consumption-based, usage-based, overage, milestone, professional services, and hybrid billing models, understanding how each translates into billable customer outcomes.
• Learn and become proficient in the organization's usage and consumption billing platforms, including how usage is captured, validated, reconciled, and translated into customer invoices.
• Analyze billing data, customer contracts, pricing arrangements, usage records, and system transactions to identify root causes and recommend corrective actions.
• Provide clear, professional, and detailed written and verbal communication regarding billing outcomes, findings, and resolution plans.
• Adhere to established service level agreements (SLAs) and key performance indicators (KPIs) related to inquiry review, response times, and case resolution.
• Partner cross-functionally with Sales, Managed Services, Customer Success, Finance, Revenue Operations, Service Operations, Product, Engineering, and other internal teams to resolve complex customer scenarios.
• Understand organizational ownership and billing workflows to effectively identify the source of billing transactions and route inquiries to the appropriate teams when necessary.
• Escalate systemic issues and recurring trends when appropriate, contributing to long-term solutions that improve billing accuracy, operational efficiency, and customer satisfaction.
• Exercise sound judgment when evaluating customer disputes, balancing company policies, contractual obligations, customer relationships, and revenue considerations.
• Identify opportunities for process improvements through trend analysis, stakeholder feedback, and operational insights.
• Support the creation and maintenance of billing documentation, knowledge articles, standard operating procedures, and training materials to improve organizational knowledge and consistency.
• Leverage…