Billing Support Specialist

This role exists because billing issues—failed payments, declined cards, refund requests, disputes, and access questions, are some of the most time-sensitive moments in a member's experience. You will sit inside Member Support and resolve billing issues end-to-end for members with white-glove service. This is a customer-facing role that has a meaningful and measurable impact on both the customer experience and the health of the business.

Requirements

What You’ll Do

• Payment Recovery Pipeline: Own the full payment recovery process by monitoring dunning queues, managing member outreach via HubSpot and Slack, and driving payment resolution.

• Decline Code Analysis: Interpret Stripe and Chargebee decline codes (understanding soft vs. hard declines) to determine the right recovery action at each stage.

• Subscription Management: Manage payment retries and card updates directly in Chargebee and Stripe, keeping payment records clean and accurate.

• Inbound Billing Support: Handle inbound billing tickets end-to-end, including refunds, incorrect charges, access questions, and payment method updates.

• Disputes & Refunds: Process refunds and manage chargeback responses within policy, using proactive judgment to escalate to Finance when necessary.

• Reporting & Optimization: Track and report on saved members, failed recoveries, and recurring failure patterns to continuously improve recovery rates.

• Cross-Functional Collaboration: Work with Finance and Member Support to surface systemic billing issues and build documentation so tier-one billing questions can be handled independently over time.

• Skills: High attention to detail, strong data hygiene instincts, and the ability to operate independently in a fast-paced environment while knowing when to escalate issues.

Candidate Requirements

• Experience: 2+ years in a billing support, accounts receivable, payment operations, or customer support role with direct billing ownership. Prior experience in a subscription business is preferred.

• Tool Proficiency: Hands-on operational experience with Chargebee and Stripe (or comparable subscription billing platforms). Comfortable using HubSpot or similar CRMs for outreach sequencing.

• Technical Understanding: Ability to read and act on payment decline codes, knowing when to retry a card versus when to request a new payment method.

• Communication: Excellent written communication skills in English with the finesse to interact with executive and C-suite level members warmly and clearly.

• Skills: High attention to detail, strong data hygiene instincts, and the ability to operate independently in a fast-paced environment while knowing when to escalate issues.

Benefits