Associate Billing Specialist - Cloudbeds

About Cloudbeds

At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team.

How You'll Make an Impact

As an Associate Billing Specialist, you will play a key role in ensuring Cloudbeds customers and internal teams receive support with billing and subscription inquiries. You will handle billing-related tickets through email or phone and manage exit interviews for cancellations via phone. Additionally, you will collaborate across departments to identify and resolve subscription-related product bugs/issues. By analyzing trends and contributing to process improvements, you will enhance the overall customer experience while maintaining accuracy in subscription records.

What You Bring to the Team

• Address billing and subscription inquiries, escalating complex issues when necessary.
• Efficiently manage and process billing tickets (emails) and calls while taking ownership of follow-ups.
• Resolve delicate customer billing situations, including compensation requests.
• Gather details for credit and refund requests and handle finance-related inquiries.
• Analyze billing ticket trends and propose improvements to enhance the customer experience.
• Contribute to billing support articles and tutorials to expand internal and external knowledge base.
• Participate in task-force projects and assist with the end-of-the-month processes as needed.

What Sets You Up for Success

• Previous experience in billing support, subscription management, or customer service.
• High attention to detail and a proven ability to make high-stakes decisions.
• Strong written, verbal, and analytical skills with excellent problem-solving abilities.
• Confidence in declining requests while taking accountability for decisions made.
• Familiarity with billing or subscription management procedures.
• Commitment to continuous improvement and learning new skills.
• Strong time management and organizational skills.
• Proficiency in Excel/Google Sheets.
• Fluent in English and Portuguese.
• Bonus Skills: Google Data Studio experience is a plus.

Shift & Requirements

• Shift: Monday–Friday, 1:00 PM–10:00 PM UTC
• Work Authorization: Applicants must be currently authorized to work in their location without requiring visa sponsorship.

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University and access to upskilling resources