Billing Analyst

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. With over 2,700+ stores across 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia, and Spain, 90% of Planet Fitness locations are owned and operated by independent franchisees. Our mission is to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. We foster an inclusive culture that values integrity, transparency, passion, respect, and excellence while encouraging professional growth, team building, and community impact through initiatives like our Judgement Free Generation® philanthropic program.

About the role

The Billing Analyst supports day-to-day member billing operations, ensuring accuracy across Planet Fitness billing systems. This role focuses on invoice and payment reconciliation, billing exception management, member billing issue resolution, and support of Member Services escalations. The Billing Analyst collaborates with Member Services, Operations, Accounting, and Technology teams to investigate billing issues, resolve discrepancies, and improve the member billing experience. This hybrid role requires in-person work at our Hampton, NH or future Boston, MA office (M/T/W in office; TH/F optional work-from-home). Candidates must reside within commuting distance of either office; fully remote work is not available.

Responsibilities

• Billing Operations & Reconciliation
  • Reconcile member invoices, payments, refunds, credits, and adjustments across billing and payments systems.
  • Investigate and resolve billing discrepancies to ensure accurate member account balances.
  • Review billing activity for completeness and accuracy, identifying exceptions requiring investigation.
  • Process account adjustments, credits, refunds, and other billing-related transactions in accordance with company policies.
  • Support month-end billing validation activities and reconciliation efforts.
  • Ensure billing transactions and adjustments adhere to internal controls, company policies, and audit/SOX compliance requirements.
• Exception Management
  • Research and resolve billing exceptions, including duplicate charges, missing invoices, failed payments, unapplied payments, and account discrepancies.
  • Investigate root causes of recurring billing issues and partner with internal teams on corrective actions.
  • Monitor exception queues to ensure outstanding items are resolved promptly.
  • Maintain documentation of billing issues, resolutions, and process improvements.
• Member Services Support & Escalations
  • Serve as a Tier 2 escalation point for Member Services on complex member billing inquiries.
  • Analyze member account histories and billing activity to support issue resolution.
  • Consult with Member Services and Club Operations to investigate and resolve member billing concerns.
  • Provide guidance on billing policies, account adjustments, and member account activity.
  • Reduce ticket volume by identifying process improvements and training opportunities to enhance member experience.
• System Support & Process Improvement
  • Support testing and validation of billing system enhancements, releases, and process changes.
  • Assist with development and maintenance of billing procedures and operational documentation.
  • Contribute to special projects related to billing operations and system implementations.

Requirements

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field preferred.
• 1–3 years of experience in billing operations, financial operations, customer billing, or related functions.
• Experience researching and resolving transactional discrepancies and account-level issues.
• Experience with ticketing or case management systems such as Zendesk, Zoho Desk, or Salesforce.
• Advanced Microsoft Excel skills.
• Strong analytical and problem-solving skills.
• Experience with billing platforms such as Zuora or similar subscription billing systems preferred.
• Experience supporting subscription-based or recurring billing environments preferred.
• Experience working with customer support or member service organizations preferred.
• Familiarity with payment processing and billing workflows preferred.
• Experience participating in system implementations, testing, or process improvement initiatives preferred.
• Exceptional attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Excellent presentation and communication skills, with the ability to engage effectively across all organizational levels.
• Dedicated learner with a natural curiosity for growth.
• Comfortable working in a fast-paced, ever-changing, deadline-driven environment.
• Cooperative team player with an upbeat, positive, “can-do” attitude.

Benefits

• Comprehensive benefits package including medical, dental, vision, life, and disability coverage.
• Supplemental accident, hospital, and critical illness coverage options.
• Generous time off program, including volunteer time.
• Childcare and pet care reimbursement.
• Paid parental leave.
• Tuition reimbursement.
• Free Black Card membership.
• Learning and development programs.
• Engagement activities, team building, and corporate events.
• 401(k) Plan with safe harbor employer matching.
• Employee stock purchase plan.
• Annual corporate bonus incentive program based on company financial and personal performance.

Pay

Annual base salary range: $60,000–$75,000. The amount will correspond with a candidate’s professional experience, qualifications, and internal equity.

Schedule

Hybrid schedule: Monday, Tuesday, and Wednesday in office (Hampton, NH or Boston, MA); Thursday and Friday optional work-from-home.