Order to Cash (OTC) Support Specialist

Anthropic; United States; Remote; USD 60.000 - 90.000; Teilzeit

Zusammenfassung

Anthropic is seeking an I2C Support Specialist to act as the front line for customer billing questions on a high-volume, remote United States contract basis. You will own internal escalations from Sales and GTM teams and coordinate across Billing, RevOps, and Tax to resolve issues so invoices get paid.

You will handle remittances, clarifications, and customer-ready responses, while supporting collections and cash application by taking on research and reconciliation tasks.

Qualifikationen

• Customer-facing billing/AR experience required or preferred.
• Experience with high-volume case queues and SLA adherence.
• Strong Excel or Google Sheets skills (lookups, pivots, reconciliation).
• Familiarity with invoices, payments, remittances, and bill-to-cash processes.

Aufgaben

• Serve as front line for high-volume customer billing and I2C questions.
• Own internal escalations from Sales/GTm teams and coordinate across Billing, Sales Ops, RevOps, Tax, Support.
• Resolve customer issues with clear, customer-ready responses to ensure payment.
• Conduct payment research and unapplied cash investigations to support collections.
• Run account reconciliations across payment processor, billing systems, and GL.

Kenntnisse

Customer service

Accounts receivable

High-volume ops

Attention to detail

Written communication

Remote work

Tools

Stripe

NetSuite

Tesorio

JIRA

Jobbeschreibung

Hirewell's client is an AI firm whose revenue is scaling at a pace very few finance organizations ever experience, and the Invoice to Cash (I2C) team sits directly in the path of that growth. Their Credit, Collections and Cash Application teams manage thousands of customer accounts, and customers come with a constant stream of billing questions, reconciliation requests, and payment investigations. How quickly and accurately we answer them shapes both the customer experience and how fast invoices get paid.

The I2C Support Specialist is a customer-facing, high-volume billing support role. You will be a front line for customer billing and Invoice to Cash questions, and you will own internal escalations from Sales and GTM teams end to end. Your job is to research each issue, find the answer, bridge the teams involved, and send the customer a clear response that resolves it so the invoice gets paid. Taking this work on also lets collectors and Cash Application analysts focus on working their accounts. This is a US-remote contract role on the I2C team in Finance, reporting to the Sr. Manager, AR Credit & Collections.

The pace is high. Priorities shift daily, case volume is heavy, and questions range from a five-minute lookup to a reconciliation across our payment processor, billing systems, ERP, and several internal teams. We are looking for someone who is energized by that variety and relentless about getting to "done."

This is a customer support and resolution seat, not a portfolio seat. You will not own a collections portfolio or carry a cash target, and you will not own system configuration or engineering fixes; you escape and track those rather than build them.

This is also one of the best vista points in I2C for someone building a finance operations career. You will touch every system, process, and internal team the function works with, which builds the foundation for Collections, Cash Application, Credit, or Billing Ops roles. You will join while the function is being built, not inherited, so the processes you help shape are the ones the organization will run on for years.

Key responsibilities

• Serve as a front line for high-volume customer billing and Invoice to Cash questions, resolving each within team SLAs as the named owner from open to close
• Own internal escalations from Sales and GTM teams, chasing down answers across Billing, Sales Ops, RevOps, Tax, and Support
• Work directly with customers to resolve issues, including obtaining missing remittances, clarifying details, and sending clear, customer-ready responses until the issue is closed
• Take on research and reconciliation work from Collections and Cash Application, including payment research, unapplied cash investigations, and other admin and transactional work, so collectors and analysts can focus on working their accounts
• Run account reconciliations, tying out customer ledgers across our payment processor, billing systems, and the GL when payments, credits, or balances do not match what the customer expects
• Spot recurring process or system gaps and call them out so they can be fixed
• Escalate and track system configuration and engineering fixes to resolution
• Hands-on, customer-facing experience in accounts receivable, billing operations, order to cash, finance operations, or a high-volume customer operations role
• Intermediate Excel or Google Sheets skills, including lookups, pivots, and basic reconciliation logic
• Experience working a ticket or case queue, keeping multiple open items at different stages moving
• Experience understanding how customer contracts translate into invoices
• Strong attention to detail, including catching small variances, mismatched invoice numbers, and dates that do not line up
• Clear, professional written communication with customers and internal partners, including responses someone can act on immediately
• Ability to work from a remote US location and manage your own queue without close supervision

Preferred qualifications

• 2+ years of experience in accounts receivable, billing operations, order to cash, finance operations, or high-volume customer operations
• Experience with a payment processor, ERP, AR automation platform, or ticketing tool (for example Stripe, NetSuite, Tesorio, or JIRA)
• Exposure to SaaS or usage-based billing models
• Prior experience in a customer-facing billing, collections, or tier 2 support function
• Basic familiarity with general ledger concepts and how AR ties to the balance sheet
• A record of getting answers from busy internal partners by being persistent and tactful
• Comfort reprioritizing on the fly when the urgent item at 9am is not the urgent item at 2pm
• A genuine passion for AI, shown by using AI tools every day to research issues, draft customer responses, and automate manual work, and by constantly looking for new ways AI can make the work faster and better

Hirewell and its client are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.