Associate Billing Specialist

What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 but we're just getting started. 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. Our Billing Team: Our Billing Team thrives on collaboration and problem-solving. We work together to tackle unique challenges, improve processes, and ensure a seamless subscription-related experience for our customers. People who are detail-oriented, proactive, and passionate about providing exceptional customer service will feel right at home on this team. 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 ans 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 organisational skills.

Proficiency in Excel/Google Sheets.

Fluent in English.

Bonus Skills to Stand Out:

Google Data Studio is a plus

Fluency in Spanish and Portuguese is a strong advantage.

What to Expect - Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.