Customer & Billing Specialist

Customer & Billing SpecialistBe the reason customers stay.Spear Education is seeking a Customer & Billing Specialist who can turn complex billing issues and critical customer moments into long-term loyalty. This role is a key partner to our Customer Success teamowning billing accuracy, resolving customer challenges, and helping us deliver an experience that keeps customers engaged and committed.If you're someone who can combine empathy, attention to detail, and problem-solving -and you're comfortable navigating both billing conversations and retention moments - this is where you'll thrive.What You'll OwnCustomer Retention & ExperienceSupport Customer Success in achieving 90% customer retentionManage cancellation requests with curiosity and careidentifying root causes and retaining at least 30% of at-risk customersTurn challenging customer interactions into positive, trust-building experiencesFollow through to ensure every issue reaches full resolution - even across teamsBilling & Account ManagementProactively monitor accounts with open invoices due to expired or invalid payment methodsConduct outbound outreach to resolve billing issues and update payment informationGuide customers through updating credit cards and account details with clear, simple instructionsEnsure accuracy across contracts, pricing, and billing recordsCustomer Support & Technical CoordinationRespond to customer inquiries (phone, email, chat) with speed, accuracy, and professionalismTroubleshoot common platform issues, including supporting customers or their web teams with embedding videos and imagesReduce technical barriers so customers can fully utilize products and servicesAccurately log all interactions in CRM and follow established processesPartner with your team to ensure support tickets are resolved within 96 hoursResolution Ownership & CommunicationEnsure timely and accurate resolution of customer issues from start to finishCommunicate updates, outages, and resolutions clearly to both internal and external stakeholdersEscalate issues appropriately while maintaining ownership of the customer experienceFollow up proactively to confirm resolution and satisfactionWhat Success Looks LikeCustomers stay - even when they were considering leavingBilling issues are resolved quickly and accurately the first timeNo customer feels lost, ignored, or bounced between teamsYou create a seamless, low-friction experience that builds long-term loyaltyWhat You BringExperience in customer support, billing, account management, or similar rolesStrong communication skills - you're clear, calm, and confident in any situationHigh attention to detail and pride in getting things right the first timeAbility to navigate both customer conversations and light technical troubleshootingA proactive, solutions-oriented mindsetWhy Join Us?Direct impact on customer retention and business growthA collaborative, supportive team that values both people and performanceOpportunity to grow across Customer Success, billing, and operationsFlexibility to work in a hybrid work environment (2 days a week in office)We offer a competitive compensation package along with comprehensive benefits designed to support you both at work and beyond, including:Medical and dental coverage401(k) retirement planFlexible Time Off (FTO)Paid holidaysIf you enjoy solving problems, building trust, and playing a meaningful role in the customer experience - we'd love to meet you.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.