Customer Billing and Subscription Specialist

Customer Billing and Subscription Specialist

At Phrase, we help open the door to global business by providing the world's most comprehensive localization platform.

We're transforming language technology with our AI platform to give people the content they need, in the language they speak.Whether it's for digital products like an app or website, marketing comms, legal literature, internal comms or customer service messaging, Phrase ensures that content always hits its mark by being on brand, consistent, and culturally resonant. With a global team working from our offices in Hamburg and Prague—or from home across Europe, the UK, the US, and the APAC region—we help organizations like Uber, Shopify, Puma, Snowflake, Volkswagen and thousands of others engage their customers at scale to accelerate growth.

We are seeking a detail-oriented and customer-focused Customer Billing & Subscriptions Specialist to join our dynamic team. This role is crucial in managing customer invoicing, subscription management process(es), and customer payments (collections) while delivering exceptional service. If you're organized, proactive, and excited about collaborating across teams to improve billing operations, we'd love to hear from you

As a Billing Operations Specialist, you'll work across our main billing entities in Prague and Hamburg, reporting to the Director of Subscription Management. You'll collaborate closely with the Account Receivable Manager, CFO, Sales team, Support team, and other departments to ensure an efficient billing and subscription management process.

What you'll be responsible for:
Billing & Subscription Management

• Manage customer subscriptions, invoices, and payments using Chargebee.
• Respond to customer inquiries related to billing, including handling invoice requests, disputes, account balances, subscription management, and cancellations. You will be using email as well as Zendesk on a day-to-day basis.
• Process customer refunds, adjustments, and account updates promptly and accurately.
• Assist new customers with setting up billing profiles and subscriptions for a seamless onboarding experience.
• Ensure compliance with legal, tax, and regulatory requirements related to billing and subscriptions following internally defined policies and guidelines.
• Maintain clear and up-to-date documentation for billing processes and assist in the training of our commercial team(s).

Payments & Account Monitoring

• Managed the receipt, recording, and matching of incoming payments (i.e., AR matching), maintaining detailed and accurate payment records.
• Monitor outstanding balances, communicate overdue payment reminders (i.e., dunning), and ensure customers are informed about important due dates and deadlines.
• Work closely with customers to address payment-related issues and ensure timely resolution, including submitting invoices to "vendor portals" etc.

Collaboration & Reporting

• Support Sales, Legal and Finance teams with invoicing and accounts receivable queries.
• Generate regular and accurate billing reports to support financial decision-making.
• Partner with Customer Success and Support teams to ensure customer satisfaction and retention.
• Contribute to the efficiency of the subscription management and billing function through process optimization, automation, data integrity (e.g., control checks), etc.

What you need:

• 1+ years of experience in billing, accounts receivable, accounting or a similar role.
• Ability to quickly understand and work with technology, esp. enterprise systems (experience with Chargebee, Zendesk, or Netsuite is a big plus).
• Proficiency in Google Sheets (alternatively MS Excel).
• Strong attention to detail and ability to understand and manage financial records with accuracy.
• Excellent written and verbal communication skills in English.
• Analytical mindset for interpreting data and resolving complex billing issues.
• Growth mindset with a high motivation to learn and improve every day of the week.
• Customer-first approach with the ability to handle sensitive issues professionally.
• Resilience in managing occasional workload and stress in customer-facing conversations
• Proactive attitude toward improving processes and resolving challenges.
• Strong team player with the ability to collaborate across departments.

Tech Stack for This Role:

• Chargebee: subscription management and billing platform.
• Zendesk: customer service platform and ticketing system.
• Netsuite: ERP platform.
• Ironclad: contract management system.
• Salesforce: CRM platform.
• Thoughtspot: data visualization and reporting platform.

What you'll get:

• Work experience in a successful and growing global SaaS company.
• Be part of an international team of 300+ in Europe, APAC, and the Americas
• Expert colleagues in their field who are determined to build the best localization platform on the market, creating a world where language never limits opportunity.
• An agile work environment, where it is encouraged to take smart risks.
• Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued, and diversity is fully embraced.
• A positive, open-minded, and innovative atmosphere.
• Support in your professional development and personal career goals.

What's on top:

• 4 Company holidays on top of your regular holidays (1 day per quarter where the entire company is off to celebrate our achievements).
• In addition, the company also provides employees with a Christmas break to allow you to spend time with family and friends without use of your vacation allocation.
• Your birthday is off because it is important to celebrate you as well.
• 2 Giveback days where you can support the local community, volunteer, and/or participate in charity events and activities.
• Learning & development through Phrase learning and a dedicated ChatGPT Plus user license
• Professional and extensive onboarding.
• Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner

At Phrase we believe in the critical importance of diversity in all its forms and intersectionalities, and are committed to ensuring that the people we interview reflect this diversity. We therefore strongly encourage people of any identity to apply for our exciting career opportunities. We have taken an active decision to make our work environment inclusive every day, starting at the very beginning of your Phrase experience.

We value and welcome different perspectives, experiences and backgrounds as we believe that these differences make our team even stronger on our mission of opening the door to global business by giving everybody access to the content they need in the language they speak.

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