Associate Billing Specialist

Cloudbeds is the leading platform redefining the concept of PMS for the hospitality industry, serving tens of thousands of properties in more than 150 countries worldwide. Built from the ground up to be masterfully unified and scalable, the award-winning Cloudbeds Platform brings together built-in and integrated solutions that modernize hotel operations, distribution, guest experience, and data & analytics.

Behind the Cloudbeds platform is a growing team of 750+ employees distributed across 40+ countries speaking 30+ languages. We are engineers and designers, hotel managers and travel agents, and experts on everything from big data to e-commerce to compliance. The Cloudbeds team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values and tenets that allow our team to thrive. This means we:

1. Embrace Remote First, Remote Always culture
2. Hire the best people around the world;
3. Prioritize our customers and results over titles
4. Foster an inclusive culture that celebrates bold thinking and diverse perspectives;
5. Offer open vacation time, flexible paid holidays, and company-wide mental health days;
6. Provide access to professional development, including manager training, upskilling and knowledge transfer, and free access to LinkedIn Learning and other platforms.

Together we're on a mission to power every property in the world and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar Associate Billing Specialist.

Role Description

• Provide initial assistance to Cloudbeds customers and internal teams by addressing billing and subscription inquiries, escalating complex issues when necessary.
• Efficiently manage and process a large portion of billing tickets (emails) and take ownership of any issues or subsequent replies.
• Engage with cross-departmental teams (including Customer Service & Success, Sales, and Product teams) to identify and resolve subscription-related product bugs/issues.
• Be the point person for resolving delicate or sensitive customer billing situations such as credits, refunds, or compensation requests via phone, email, or any other media that Cloudbeds uses to help customers.
• Be the first line of gathering necessary details for credit and refund requests, as well as finance-related requests.
• Analyze billing ticket (emails) trends and work with product and support teams to improve the customer experience and lower the number of requests related to billing/finance.
• Help create new tutorials as needed by contributing content to the database of billing support articles.
• Use training materials to keep up-to-date with the latest billing system updates.
• Diligently check on records of the company's subscriptions to improve organizational accuracy, including auditing records of changes made to said subscriptions.

Other Responsibilities

• Perform other work-related duties as assigned, such as taking part in various task-force projects.
• Be available on the weekend if the end of the month falls on a weekend day.
• Schedule vacations and travel around the sales cycles (preferably avoid the end of the month).

You'll Succeed With

• Previous experience in billing support, subscription management, or customer service.
• High attention to detail and proven experience making high-stakes decisions.
• Excellent interpersonal, communication, and customer service skills with the proven ability to resolve challenging issues in a timely manner.
• Strong written, verbal, analytical skills, and problem-solving abilities.
• Able to decline requests with confidence and accountability for any decisions taken.

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we'll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

Company Awards to Check Out!

• Best Places to Work | HotelTechReport (2018-2023)
• Best PMS | HotelTechReport (2021-2023)
• Technology Fast 500 | Deloitte (2023)
• Most Loved Workplace Certified (2024)
• Fastest Growing Companies | Inc. 5000 (2022)
• Best Startup Employers | Forbes (2022)
• Best Remote Companies to Work | BuiltIn (2022)

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 858-201-7832 or via email at [Confidential Information]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.