Billing Support Specialist - US Remote

Overview

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development.

Fastly’s customers include many of the world’s most prominent companies, including Git Hub, Yelp, Paramount, and Jet Blue. We're building a more trustworthy Internet. Come join us.

Posting Open Date: 2/5/26

Anticipated Posting Close Date*: 4/5/26

Job posting may close early due to the volume of applicants.

Billing Support Specialist

The Customer Experience and Support team is seeking a Billing Support Specialist to join our growing Billing Support team. The Billing Support Specialist sits within the Client Services department, working closely with Billing Specialists within the Finance department to resolve billing inquiries efficiently while delivering a high-quality, empathetic customer experience. This role is responsible for investigating and resolving billing cases, explaining invoices and charges, identifying trends, and helping improve billing processes to reduce friction for both customers and internal teams.

Working directly with customers and collaborating cross-functionally with Credit and Collections, Revenue Accounting, Sales, Account Management, Business Systems, and Engineering. An ideal candidate will be comfortable learning and working with a complex web of software, processes, and teams and is eager to roll up their sleeves and dig into issues.

• Serve as the primary point of contact for customer billing inquiries, including invoices, credits, adjustments, usage questions, and payment-related issues.
• Maintain customer information in the billing and finance systems - such as tax, purchase orders, or contact information (Email, address, etc.)
• Investigate and resolve billing cases accurately and within defined SLAs, escalating complex issues when needed.
• Clearly explain billing concepts, charges, and outcomes to customers in a professional, empathetic, and easy-to-understand manner.
• Partner with Finance, Sales, Deal Desk, and Client Services teams to resolve discrepancies and ensure billing accuracy.
• Coordinate with internal stakeholders to validate contract terms, pricing, usage data, and billing logic.
• Act as a customer advocate when billing issues surface broader process or system gaps.
• Document case details, resolutions, and root causes consistently within support systems (e.g., Service Cloud).
• Identify recurring billing issues and contribute to process improvements, automation opportunities, and self-service documentation.
• Support billing process updates, launches, or migrations by providing frontline feedback and participating in UAT as needed.

• 2+ years of work in billing support, OTC, accounting, accounts receivable, or other relevant customer-facing roles
• Proficient with Excel and Google Sheets, e.g. formulas like VLOOKUP, XLOOKUP/SUMIFS, pivot tables
• Experience handling complex customer inquiries and explaining detailed information clearly.
• Strong analytical and problem-solving skills with high attention to detail.
• Experience with at least one of the following systems: ARIA, Net Suite, Salesforce, or Zendesk
• Excellent written and verbal communication skills.
• Ability to manage multiple cases simultaneously in a fast-paced environment.

• Able to understand and find solutions to complex customer contracts and service orders
• Proficient in calculating usage-based billing in both enterprise software and Excel
• Experience with working on audits and/or financial reporting at a public company
• You have a basic grasp of networking services, security, or computing industries as it relates to accounting or billing
• BA/BS in Accounting, Finance, Economics, Business, or other relevant degree

This position will require you to work during scheduled hours from 8:30am - 5:30 pm in the US time zone…