Subscription Support Specialist

Procare Solutions; Denver (CO); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

HSA with employer contributions

Vacation time and holidays

401K with employer match

Employee Stock Purchase Plan

Employee Discount Program

Medical, Dependent Care, and Transit F

Tuition Reimbursement

Job summary

Procare Solutions in Denver, CO is seeking a Subscription Support Specialist to manage billing inquiries and end-to-end hardware procurement workflows. You will own case resolution in Salesforce, coordinate with Finance, and maintain accurate documentation while meeting SLA expectations.

The role requires 2+ years in billing or SaaS operations, strong written and verbal communication, and the ability to navigate multiple queues in a fast-paced SaaS environment.

Qualifications

• Strong attention to detail and analytical skills.
• Comfortable managing multiple queues and communication channels.
• Ability to work independently and elevate appropriately.
• Strong written and verbal communication skills.
• Associate degree or equivalent work experience required.
• 2+ years' experience in billing, finance support, subscription support, or SaaS operations.
• Experience working in Salesforce (or similar CRM).
• Experience in SaaS subscription billing environments.
• Experience supporting hardware procurement or vendor management.
• Experience partnering directly with Finance teams and bad debt workflow.
• Familiarity with softlock is preferred.

Responsibilities

• Answer and manage the Billing Support phone line.
• Work and resolve cases within the Billing Support Salesforce queue.
• Provide timely, accurate responses to customer billing inquiries.
• Research account discrepancies and partner with Finance as needed.
• Maintain accurate case documentation and follow-up notes.
• Meet established productivity and SLA expectations.
• Assist with billing-related operational initiatives, including softlock review and account monitoring, bad debt research and follow-up, and Finance coordination.
• Support Salesforce billing workflow improvements and reporting needs.
• Monitor and respond to internal Slack channels.

Skills

Attention to detail

Analytical skills

Queue management

Independent worker

Written communication

Verbal communication

Associate degree

Billing experience

Salesforce

SaaS billing

Hardware procurement

Vendor management

Finance collaboration

Softlock familiarity

Education

Associate degree or equivalent work experience

Tools

Salesforce

Job description

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children. We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.

A Little About the Role

As a Subscription Support Specialist, you will serve as the primary point of contact for resolving subscription billing inquiries, ensuring customers experience accurate, timely outcomes that protect their access to Procare's platform. You will own the end-to-end management of hardware procurement workflows and billing case resolution, navigating account risks such as softlocks and bad debt before they impact customer retention. The problems you encounter will range from routine billing adjustments to complex, cross-functional issues that require you to coordinate closely with Finance, Customer Operations, and Vendors to reach the right outcome. Your work directly supports the health of Procare's subscription base, making you a critical link between our customers and the internal teams that keep accounts active and in good standing.

What you’ll do:

• Answer and manage the Billing Support phone line
• Work and resolve cases within the Billing Support Salesforce queue
• Provide timely, accurate responses to customer billing inquiries
• Research account discrepancies and partner with Finance as needed
• Maintain accurate case documentation and follow-up notes
• Meet established productivity and SLA expectations

Billing & Finance Projects

• Assist with billing-related operational initiatives, including:
  
  • Softlock review and account monitoring
  • Bad debt list research and follow-up
  • Account status updates in coordination with Finance
• Support Salesforce billing workflow improvements
• Partner with Finance on process enhancements and reporting needs
• Monitor and respond internal Slack channels

Hardware Operations & Vendor Management

• Process purchase orders to vendors for hardware fulfillment
• Manage procurement and tracking of hardware inventory
• Coordinate with vendors to ensure timely shipment and order accuracy
• Escalate supply or fulfillment issues proactively

Our ideal candidate will have:

• Strong attention to detail and analytical skills
• Comfortable managing multiple queues and communication channels
• Ability to work independently and elevate appropriately
• Strong written and verbal communication skills
• Associate degree or equivalent work experience required
• 2+ years' experience in billing, finance support, subscription support, or SaaS operations
• Experience working in Salesforce (or similar CRM)
• Experience in SaaS subscription billing environments
• Experience supporting hardware procurement or vendor management
• Experience partnering directly with Finance teams and bad debt workflow
• Familiarity with softlock is preferred

Physical Requirements:

• This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
• Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
• Use of computer, telephone, and other office equipment for the greater part of the workday
• Occasional travel may be required for this position

Why Procare?

• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Fast paced, high energy workplace environment in prime downtown location
• Regular company provided meals

$22 - $24/hour DOE

Location

This position can be based in our Denver, CO or Atlanta, GA offices. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Procare Solutions’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.