Billing Analyst

About Us

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. We have over 2,700+ stores in 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia, and Spain. 90% of Planet Fitness stores are owned and operated by independent franchisees.

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!)

in everything they do.

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events!

It means creating a positive impact in our local communities through our Judgement Free Generation philanthropic initiative. It means being part of a brand that you can be proud of!

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started!

The Billing Analyst is responsible for supporting day-to-day member billing operations and ensuring the accuracy of billing transactions across Planet Fitness billing systems. This role focuses on invoice and payment reconciliation, billing exception management, member billing issue resolution, and support of Member Services escalations.

Working across Member Services, Operations, Accounting, and Technology, the Billing Analyst investigates billing issues, resolves discrepancies, and continuously improves the member billing experience. The ideal candidate is highly analytical, detail-oriented, and comfortable researching complex account-level issues in a fast-paced environment.

This role follows a hybrid schedule and requires regular, in-person work at our Hampton, NH or future Boston, MA office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of either office. Fully remote work is not available for this role.

Billing Operations & Reconciliation

• Reconcilemember invoices, payments, refunds, credits, and adjustments acrossbilling& paymentssystems.
• Investigate and resolve billing discrepancies to ensureaccuratemember account balances.
• Review billing activity for completeness and accuracy andidentifyexceptions requiring investigation.
• Process account adjustments, credits, refunds, and other billing-related transactionsin accordance with company policies.
• Support month-end billing validation activities and reconciliation efforts.
• Ensure billing transactions and adjustments adhere to internal controls and company policies, and support audit and SOX compliance requirements

Exception Management

• Research and resolve billing exceptions, including duplicate charges, missing invoices, failed payments, unapplied payments, and account discrepancies.
• Investigate root causes of recurring billing issues and partner with internal teams on corrective actions.
• Monitor exception queues to ensure outstanding items are resolved promptly.
• Maintain documentation of billing issues, resolutions, and process improvements.

Member Services Support & Escalations

• Serve as a Tier 2 escalation point for Member Services on complex member billing inquiries.
• Analyzememberaccounthistories and billingactivityto support issue resolution.
• Consult with Member Services and Club Operations to investigate and resolve member billing concerns.
• Provide guidance andadviseon billing policies, account…