Billing Specialist

Join a team that sits at the intersection of finance, customer experience, and operations. You'll own billing inquiries end-to-end investigating discrepancies, resolving disputes, and ensuring customers are billed accurately and on time. Every day brings a mix of analytical problem-solving and direct customer interaction, giving you visibility across systems. Your work has a direct impact.

About the Team

The Billing Operations team is the engine behind Zoom's financial accuracy. We partner closely with Renewals, Collections, and Engineering to resolve complex billing issues and continuously improve the systems our customers rely on. We're a team that takes ownership when something breaks, we fix it; when a process can be better, we improve it. You'll work in a high-volume environment where precision matters, collaboration is constant, and your contributions are visible to the business.

Responsibilities

• Investigating and resolving customer billing inquiries end-to-end via ServiceNow, phone, chat, and Zoom delivering timely, accurate outcomes
• Analysing accounts and troubleshooting billing portal issues, providing clear solutions to complex customer challenges
• Processing invoices, manual adjustments, and credit/debit modifications while maintaining accuracy and compliance standards
• Reconciling payments and supporting the Collections team with dispute resolution, escalation management, and customer account oversight
• Partnering with Engineering, Renewals, and the Billing Manager to improve processes, resolve systemic issues, and leverage AI tools for billing efficiency

• Be fluent in English. Fluency in German is an advantage.
• Bring at least 1 year of experience in billing, accounts receivable, or revenue operations billing ownership is required, not collections-only
• Demonstrate experience resolving billing disputes and managing customer escalations in a professional, empathetic manner
• Show experience in customer-facing support or customer experience roles, with strong verbal and written communication in English
• Apply analytical and problem-solving skills to investigate discrepancies and resolve billing queries accurately
• Demonstrate experience using AI tools or automation within billing, revenue, or collections workflows
• Apply analytical and problem-solving skills to investigate discrepancies and resolve billing queries accurately
• Bring experience working with ServiceNow or Zuora (or similar billing/ticketing platforms)
• Show proficiency in Microsoft Excel and comfort working with billing or CRM platforms
• Manage high volumes of detail with accuracy, prioritising effectively in a fast-paced environment