Billing Analyst

Overview

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

• Reconcile member invoices, payments, refunds, credits, and adjustments across billing& payments systems.
• 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 transactions in 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 adjustments, and member account activity.
• Reduce ticket volume byidentifyingprocess improvements and training opportunities to improve member experience.

System Support & Process Improvement

• Support testing and validation of billing system enhancements, releases, and process changes.
• Assist with development and maintenance of billing procedures and operational documentation.
• Contribute tospecial projects related to billing operations and system implementations.

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field preferred
• 1–3years of experience in billing operations, financial operations, customer billing, or related functions
• Experience researching and resolving transactional discrepancies and account-level issues
• Experience with ticketing or case management systems such as Zendesk, Zoho Desk, or Salesforce to track, manage, and resolve member billing inquiries
• Advanced Microsoft Excel skills
• Strong analytical and problem-solving skills
• Experience with billing platforms such as Zuora or similar subscription billing systems preferred
• Experience supporting subscription-based or recurring billing environments preferred
• Experience working with customer support or member service organizations preferred
• Familiarity with payment processing and billing workflows preferred
• Experienceparticipatingin system implementations, testing, or process improvement initiatives preferred
• Exceptional attention to detail and ability to manage multiple priorities in a fast-paced environment
• Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization
• Dedicated learner with a natural curiosity…