Customer Experience Billing Specialist

Requirements

• The ideal candidate has strong analytical skills, excellent written communication, and a passion for delivering a high-quality customer experience. You'll bring a meticulous eye for detail and the confidence to work across multiple systems to get things right
• Experience in billing, finance operations, or a customer-facing support role
• Comfort working with financial data and reconciliation processes
• Numerical aptitude and strong attention to detail when handling sensitive billing information
• Familiarity with Zuora and/or Intercom is a strong advantage
• Clear and confident written communication in English (additional languages are a plus)

• As a CX Billing Specialist you will be responsible for ensuring accurate and timely billing, handling customer inquiries related to billing, and providing exceptional customer service
• You'll play a central role in maintaining billing continuity and operational integrity across the Planday platform - acting as a trusted point of contact for both customers and internal teams
• Ensuring Planday's subscription services are invoiced and collected in a timely manner
• Ensuring all billing transactions are recorded correctly and comply with company policies
• Reviewing and verifying billing data for accuracy, completeness, and consistency
• Providing subject matter expertise on Planday billing and assisting other teams as required
• Maintaining and updating customer billing information in the billing system
• Supporting process improvement initiatives to improve efficiency and customer experience
• Invoice Processing
  - Accurately process and generate customer invoices on a regular billing cycle, ensuring all charges are correct
• Payment Reconciliation
  - Reconcile payments and manage customer accounts, ensuring all transactions are recorded correctly and promptly
• Issue Resolution
  - Investigate and resolve billing disputes and discrepancies efficiently, ensuring customer satisfaction and retention
• Customer Education
  - Educate customers on billing procedures, payment methods, and any changes to their billing via email and written communication
• Audit and Verification
  - Conduct regular audits of billing data to identify and correct errors or inconsistencies
• Feedback Loop
  - Act as a liaison between customers and the internal team, communicating customer feedback to drive product and process improvements
• Cross-Functional Coordination
  - Work closely with Finance, Sales, and Customer Experience to resolve complex billing issues
• Problem Solving
  - Evaluating facts and data to inform recommendations based on customer objectives
• Expectation Management
  - Prioritising tasks, addressing urgent issues promptly and with good judgement
• Communicates Effectively
  - Conveying information clearly in writing, building rapport, and collaborating with customers and internal stakeholders
• Internal System Management
  - Proficiency (or fast demonstrated ability to learn) in Zuora, Salesforce, and Intercom; strong adherence to internal processes
• Stakeholder Management
  - Fosters positive relationships, clear communication, and collaboration across teams
• Professionalism
  - Team player who maintains confidentiality and takes accountability
• Customer Focus
  - Building strong customer relationships and delivering customer-centric solutions
• Drives Results
  - Consistently achieves high results even when the way forward isn't always clear
• Manages Ambiguity
  - Operating effectively in a small, distributed team where priorities can shift
• Uses Good Judgement
  - Making timely, well-reasoned decisions
• Action Orientated
  - Takes on new opportunities and responsibilities with urgency and enthusiasm