Customer Engagement & Finance Specialist

Files.com; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading SaaS company is looking for a Customer Engagement & Finance Specialist to resolve payment issues and enhance client relationships. This role requires strong communication skills, problem-solving abilities, and attention to detail. Candidates should feel comfortable engaging clients over the phone and coordinating with multiple departments to ensure timely billing and satisfied customers. Growth opportunities are available for high performers.

Qualifications

• Strong communication skills, especially on the phone.
• Able to navigate complex problems quickly.
• Disciplined in logging details and following through.

Responsibilities

• Investigate and troubleshoot payment issues.
• Communicate with clients via phone and email.
• Document calls and decisions clearly.
• Coordinate with various departments to resolve issues.

Skills

Communication

Problem-solving

Attention to detail

Job description

Overview

Remote

The Customer Engagement & Finance Specialist role at Files.com is a high-impact generalist position with one mission: make sure invoices get paid. When they don’t, this isn’t about hounding customers with reminders. It’s about digging in and fixing what’s broken. That could mean detangling purchase orders, resolving sales tax issues, navigating procurement portals, or finding the right person inside a complex corporate hierarchy. You’ll be on the front lines every month, working hundreds of accounts that fall into gray areas where payment is delayed or uncertain. Your job: clear the roadblocks, keep cash flowing, and make sure customers feel respected—not pressured. This isn’t “collections.” It’s professional problem-solving, persistence, and communication that protects both revenue and relationships.

Who We Are

We’re Files.com, a profitable, founder-led SaaS company powering secure file transfer and automation for 4,000+ brands you know: Marc Jacobs, GrubHub, Michelin, Hot Topic, Stamps.com, Planet Fitness, KFC, and more.

We’ve built a $35M+ business with just 70 people by hiring smart, clear-thinking communicators who act fast and own outcomes. Backed by $46.5M from Riverwood Capital, we’re scaling intentionally—and this role is a core part of that growth.

What You’ll Actually Do

• Troubleshoot Payment Issues: Investigate why payments are missing. This could mean invoice confusion, missing paperwork, sales tax mismatches, vendor delays, or technical hiccups. Find the real blocker and remove it.
• Client Communication (Phone + Email): Pick up the phone. It’s faster, builds trust, and resolves issues. You’ll talk with customers about invoices and payments in a collaborative, solutions-focused way. Professional, empathetic, persistent—never heavy-handed.
• CRM Logging & Documentation: Capture every call, email, and decision with clarity. Our finance, audit, and support teams depend on your records. No fluff, no gaps—just crisp documentation that anyone can follow at a glance.
• Cross-Department Coordination: Work closely with Billing, Support, Sales, and Leadership. You won’t solve everything alone—but you will keep issues moving through the right lanes so customers always feel supported.

What Success Looks Like

• Invoices are paid on time—or quickly recovered when delayed
• Customers leave billing conversations feeling respected and supported
• Cash keeps flowing, revenue stays predictable, and the business stays healthy
• Teams across Finance, Sales, and Support trust your notes and depend on your follow-through

Who Thrives In This Role

You communicate like it’s your superpower—especially on the phone. You can detangle messy, bureaucratic problems without losing momentum. You stay positive and empathetic—even in tough conversations. You’re disciplined about logging details and following through. You move quickly, think clearly, and keep your eye on the goal: timely payment.

Where This Role Can Take You (Growth Path)

We don’t sit on talent. Perform well here and doors open fast. Growth paths from this role include:

• Customer Engagement Manager – Coaching and leading other customer-facing employees
• Finance/Accounting Leadership – Driving process improvements, managing outcomes, even stepping into Controller-track work
• Operations or Customer Success – Expanding into adjacent high-visibility, high-impact roles

If you’ve got hunger and discipline, there’s no ceiling.

What This Job Is Not

This isn’t for you if:

• You avoid phone calls and try to solve everything over email
• You need to be reminded to follow up or log work
• You freeze in fast-moving, ambiguous environments
• You dislike feedback or take it personally

We move fast, communicate clearly, and hold a high bar—for ourselves and each other.

Bottom Line: This role matters. Done well, it keeps customers happy, cash flowing, and the business strong. If you want a career launchpad where you’ll solve real problems every day and grow fast, we want you in this seat.