Billing Specialist

Ｃollective; San Francisco (CA); Remoto; USD 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

Collective is seeking a Billing Specialist on the Member Operations team to own the billing lifecycle, resolving invoice questions, research, refunds, and disputes. You’ll primarily work in Stripe and Collective’s platform, ensuring accurate refunds, credits, and offboarding billing aligned with policy.

You will spot billing patterns, contribute to policy improvements, and document recurring issues to guide better processes.

Competenze

• 1+ years of billing, payments, accounts receivable, or customer billing support experience.
• Experience in Stripe (subscriptions, refunds, credit notes, and disputes); knowledge of chargeback evidence is a plus.
• Sound judgment on when to follow a policy and when to elevate.
• Understanding of complex subscription lifecycle operations (prorated upgrades/downgrades, recurring billing).
• Clear written communication to explain billing events and decisions.
• Comfort in a cross-platform, ticket-based environment (Zendesk, Jira, Salesforce).
• Ability to manage a high volume of requests and meet deadlines in a fast-paced setting.
• Process-minded approach; identify and fix recurring issues.
• Team-oriented with professionalism, integrity, and accountability.

Mansioni

• Process refunds and credits in Stripe.
• QA vendor invoices end-to-end from issue flag to resolution.
• Handle offboarding billing, including final billing and cancellations.
• Manage disputes and chargebacks end-to-end; gather evidence and responses in Stripe.
• Document recurring issues to inform policy and guidelines.
• Keep billing SOPs up-to-date as processes change.
• Collaborate with Finance, Operations, Sales, and Member Success to resolve issues.
• Flag billing errors and trends early; communicate status to partners.
• Assist with ad hoc requests like failed payments and past-due reports.

Conoscenze

Billing experience

Stripe knowledge

Policy judgment

Subscription lifecycle

Clear written communication

Cross-platform tools

Time management

Process improvement

Team collaboration

Strumenti

Stripe

Zendesk

Jira

Salesforce

Descrizione del lavoro

About Collective:

Collective is on a mission to redefine the way businesses-of-one work. Our technology and team of trusted advisors help members achieve financial independence by taking care of everything from business incorporation to accounting, bookkeeping, tax services, and access to a thriving community, all in one integrated platform. We believe in empowering self-employed people to enjoy the same tax savings that big companies get, so they can focus on their passion, not paperwork.

Featured in Forbes, Business Insider, Yahoo, Bloomberg, Financial Times, TechCrunch, and more. We are backed by General Catalyst, Sound Ventures, QED Investors, Google’s Gradient Ventures, Expa, and other investors who have financed iconic companies like YouTube, Substack, Twitch, Box, Hims, Instacart, and Lyft.

About the role:

As a Billing Specialist on the Member Operations team, you will own the billing side of the member lifecycle, from invoice questions and research all the way to the final offboarding billing work and disputes. You will work primarily in Stripe and Collective’s proprietary platform, resolving member billing questions, handling disputes and chargebacks, and making sure every refund and credit is accurate and follows policy.

You will also be the person who sees billing patterns first. When the same question or edge case keeps coming up, you will help us turn it into a clear policy or a better process, so the same situation gets the same answer no matter who handles it.

This role is ideal for someone who is detail-driven, comfortable with multi-step/system processes, and is able to explain a billing decision clearly to a member or a teammate.

This is a 12 month contract.

What you'll do

• Process refunds and credits in Stripe
• QA vendor invoices against internal records, owning the end-to-end process from issue flag to vendor contact/resolution
• Process offboarding requests, including final billing, subscription cancellations, and confirming nothing is left open in Stripe
• Manage member disputes and chargebacks end to end: gather evidence, submit responses in Stripe, track outcomes, and communicate status to internal partners
• Help inform billing policy by documenting recurring issues, edge cases, and trends: recommending changes to guidelines and guardrails
• Keep billing SOPs and documentation current as policies and processes change
• Partner with Finance, Operations, Sales, and Member Success to resolve billing issues and improve tooling
• Flag billing errors, unusual patterns, and potential revenue or member impact early
• Assist with ad hoc requests such as failed payment and past-due account reporting

What you'll bring

• 1+ years of billing, payments, accounts receivable, or customer billing support experience
• Experience in Stripe (subscriptions, refunds, credit notes, and disputes); experience with chargeback evidence/vendor dispute reason codes is a strong plus
• Sound judgment on when to follow a policy and when to elevate
• Understanding of complex subscription lifecycle operations, such as prorated upgrades/ downgrades or recurring/subscription billing schedules
• Clear written communication, including the ability to explain billing events and decisions in plain language
• Comfort working in a cross-platform, ticket-based environment (Zendesk, Jira, Salesforce)
• Ability to manage a high volume of requests and meet deadlines in a fast-paced environment
• A process-mindful approach: you notice what keeps breaking and suggest a fix
• A team-oriented mindset with a high degree of professionalism, integrity, and accountability

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