Billing Support Specialist
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Job Description
Billing Support Specialist bridging Finance and Customer Care for Flock, a public-safety technology company. Resolving complex billing cases through reconciliations, data analysis, and customer advocacy.
Responsibilities:
- Manage end-to-end billing operations cases, resolving invoice discrepancies, cash applications, and account escalations
- Perform customer reconciliations and dataset analysis in Salesforce and billing systems
- Clarify contract terms and billing histories
- Partner with Customer Success, Account Executives, Deal Operations, and Finance on complex account inquiries
- Educate customers on payment processes, contractual terms, and account self-sufficiency via phone, email, and live chat
- Author workflow documentation, process improvements, and Customer Help Center articles
- Navigate ambiguous edge cases, analyze account data, and autonomously manage the case queue
Requirements:
- Demonstrated experience in customer-facing roles in fast-paced environments, focused on billing operations, accounts receivable, or technical support
- Strong spreadsheet proficiency, including pivot tables, data manipulation, and VLOOKUPs
- Practical experience navigating Salesforce, billing platforms, and omnichannel customer communication systems
- Ability to de-escalate complex customer matters
- Ability to navigate contract terms with clear, professional written and verbal communication
- Start-to-finish case ownership
- Flexibility to balance customer needs with core operational priorities
- Authorization to work lawfully in the United States
- Ability to meet FBI CJIS Security Policy requirements and complete a fingerprint-based background check if CJIS certification is required
Benefits:
- Starting base salary between $60,000 and $75,000
- Flock Stock Options / equity
- Remote work arrangement
- Equal employment opportunity
- Disability accommodation support
- Compensation range based on job-related experience, education/training, and market indicators
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