Billing Support Specialist

About the role

As our customer base expands, so does the volume of complex billing, invoicing, and account inquiries. You’ll serve as the primary bridge between Finance and Customer Care, resolving complex account cases while maintaining data accuracy and customer trust.

Responsibilities

• Manage end-to-end billing operations cases, resolving invoice discrepancies, cash applications, and account escalations.
• Perform detailed customer reconciliations and dataset analysis in Salesforce and billing systems to clarify contract terms and billing histories.
• Partner cross-functionally with Customer Success, Account Executives, Deal Operations, and Finance to resolve complex, multi-layered account inquiries.
• Educate customers on payment processes, contractual terms, and account self-sufficiency across phone, email, and live chat.
• Author workflow documentation, process improvements, and Customer Help Center articles to resolve operational bottlenecks and reduce inbound case volume.

What this role is not

• This isn’t a traditional Accounts Receivable or collections role; while you’ll conduct reconciliations and address billing issues, your core focus is high-touch customer resolution and cross-functional problem-solving.
• This isn’t a backend Finance role focused on closing books; you’ll collaborate closely with Finance, but your work centers on customer-facing advocacy and operational workflows.
• This isn’t a purely scripted support queue; you’ll navigate ambiguous edge cases, analyze account data, and autonomously manage your case queue.

Requirements

• Demonstrated experience in customer-facing roles in fast-paced environments, with a focus on billing operations, accounts receivable, or technical support.
• Strong analytical proficiency with spreadsheet tools, including pivot tables, data manipulation, and VLOOKUPs to analyze billing datasets.
• Practical capability navigating Salesforce, billing platforms, and omnichannel customer communication systems.
• Proven ability to de-escalate complex customer matters and navigate contract terms with clear, professional written and verbal communication.
• A habit of start-to-finish case ownership, with flexibility to balance customer needs alongside core operational priorities.

Pay

Starting salary between $60,000 and $75,000, plus Flock Stock Options. Base salary is determined by job-related experience, education/training, and market indicators.

About Flock

Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose.

Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub-based roles mean real in-person time with your coworkers.