Billing Analyst

About the role

The Billing Analyst supports day-to-day member billing operations and ensures the accuracy of billing transactions 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.

Responsibilities

• Billing Operations & Reconciliation:
  • Reconcile member invoices, payments, refunds, credits, and adjustments across billing & payments systems.
  • Investigate and resolve billing discrepancies to ensure accurate member account balances.
  • Review billing activity for completeness and accuracy and identify 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 and company policies, and support audit and 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 and advise on billing policies, account adjustments, and member account activity.
  • Reduce ticket volume by identifying process improvements and training opportunities to improve member experience.
• System Support & Process Improvement:
  • Support testing and validation of billing system enhancements, releases, and process changes.
  • Aid in development and maintenance of billing procedures and operational documentation.
  • Contribute to special projects related to billing operations and system implementations.

Qualifications

• 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.
• Advanced Microsoft Excel skills.
• Strong analytical and problem-solving skills.
• Experience with ticketing or case management systems such as Zendesk, Zoho Desk, or Salesforce to track, manage, and resolve member billing inquiries.
• 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 along with the ability to communicate effectively across all levels of the organization.
• Dedicated learner with a natural curiosity for consistent growth.
• Comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment.
• Coeoperative team player with an upbeat, positive, “can-do” attitude!

Benefits

Planet Fitness offers a comprehensive benefits package to eligible employees which includes the core medical, dental, vision, life and disability as well as supplemental accident, hospital and critical illness coverage options. In addition, we are proud to offer eligible employees a generous time off program (including volunteer time), childcare reimbursement, paid parental leave, pet care reimbursement, tuition reimbursement, free Black Card membership, learning and development programs and a whole host of engagement activities. We offer a 401(k) Plan with safe harbor employer matching and an employee stock purchase plan. This role is also eligible to participate in an annual corporate bonus incentive program based on company financial and personal performance.

Pay

Annual Base Salary Range: $60,000-$75,000

Schedule

This role follows a hybrid schedule and requires regular, in-person work at our Hampton, NH or future Boston, MA office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of either office. Fully remote work is not available for this role.