Billing Specialist

What you can expect

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, ensuring timely and 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
• Reconciling payments and supporting the Collections team with dispute resolution and customer account management
• Partnering with cross-functional teams - including Engineering, Renewals, and the Billing Manager to improve processes and resolve systemic billing issues

• Bring at least 1 year of experience in accounts receivable, billing, or a finance operations role
• Demonstrate strong verbal and written communication skills, with the ability to explain billing issues clearly to customers
• Apply analytical and problem-solving skills to investigate discrepancies and resolve billing queries accurately
• 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