Payment & Billing Support Specialist
Automatiq
Customer Service
Remote
Posted on Dec 20, 2024
About the Role
We are seeking a Payment and Billing Support Specialist who will play a key role in managing billing operations, supporting payment processes, and mitigating payment-related discrepancies all while maintaining excellent customer service and compliance with operational standards. This position will ensure smooth and efficient operations and maintain high levels of accuracy and timeliness in all payment/billing processes. The role is a part of the finance team, reporting to the Billing and Collections Manager and involves collaboration with multiple teams to help make system improvements.
Responsibilities
- Billing & Collections:
- Manage day-to-day invoicing, payment tracking, and review processes.
- Perform audits to ensure the accuracy and timeliness of payments; address discrepancies promptly.
- Support management to streamline billing processes and improve efficiency, leveraging automation where applicable.
- Maintain collections systems, including notifications for late payments and tracking mechanisms.
- Customer Support:
- Serve as the primary contact for customer inquiries related to payments, adjustments, penalties, and discrepancies.
- Maintain service level agreements (SLA) for response and resolution times.
- Escalate complex issues requiring higher-level intervention.
- Monitor and document trends in customer inquiries to proactively identify and resolve systemic issues.
- Conduct weekly follow-ups with marketplaces regarding outstanding credits or unresolved cases.
- Engage in regular correspondence with sellers regarding outstanding A/R.
- Team Collaboration & Leadership:
- Provide support to Billing and Collections Manager for daily invoicing, collection efforts and audits.
- Document processes and create standard operating procedures (SOPs) for internal training and operational efficiency.
- Participate in weekly meetings and bi-weekly 1:1s with management to report progress and address challenges.
- Coordinate with cross-functional teams, including Accounting, Support, and Loss Mitigation, to resolve escalations and improve processes.
Core Qualifications
- 2-3 years of experience in customer-facing roles, billing, or payment-related functions.
- Excellent problem-solving and high-level analytical skills.
- Ability to multitask and adapt to dynamic team needs.
- Strong organizational skills with a high level of attention to detail.
- Proficiency with tools such as Google Workspace (Docs, Sheets, Drive), Jira, Monday.com, Intercom, Excel, and other tracking systems.
- Strong communication skills, maintaining professionalism and respect in all interactions.
- Self-motivated and capable of working independently and collaboratively.
Preferred Qualifications
- Experience in the entertainment or ticketing industry.
- Familiarity with systems like Braintree, Bill.com, and Salesforce.
- Background in operational or technical workflows.
About Us
Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology suite streamlines the entire ticket resale process, from effortlessly listing tickets on multiple exchanges to dynamically adjusting prices based on market shifts, and even ensuring tickets reach event-goers promptly.
We are data-driven and customer-obsessed as we work to solve interesting and complicated challenges in a fast-growing global market. We are equally relentless in maximizing our team’s career goals and aspirations by building a company of people who share the same drive and passion. If you are looking for a culture based on great people, technical excellence, and continued growth — where your contributions and ideas really do make a difference — come join us at Automatiq!
Automatiq is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Fair Chance Notice for California Applicants
Automatiq considers qualified applicants with arrest or conviction records. Criminal history disclosure or background checks occur only after a conditional job offer. A criminal history may have a direct, adverse, and negative relationship with the following duties of the role:
—Access to sensitive financial and banking information, transaction data, privileged information, proprietary information, etc.
—Interactions with customers, employees, vendors, agents, and third parties.
Such a history may potentially result in the withdrawal of a conditional offer of employment. If a conviction directly related to the job raises concerns, candidates will have the opportunity to explain circumstances surrounding the conviction, provide mitigating evidence, or dispute the background report.