Customer Support Billing Lead (Remote)
Cloudbeds
San José, Costa Rica
hace 5 horas

Cloudbeds is a travel industry startup that works to make the world a more welcome place. We make advanced cloud-based hospitality software for hotels, hostels, vacation rentals and groups that manages reservations and guests, distributes room availability, sells inventory, and collects payments.

Our hundreds of team members are distributed across 24 countries and, altogether, we speak 17 languages. How do we do it?

On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe.

Cloudbeds is seeking an experienced Customer Service Billing Lead to help manage, train and process the numerous billing related requests for all of our products.

Location : Remote (US or Late Europe Timezone)

What You Will Do :

  • Assist and support our existing customers with billing-related questions
  • Develop, update and improve billing training for those trained on the billing process
  • Analyze billing ticket trends and work with product and support teams to improve the customer experience and lower # of requests related to billing / finance
  • Be the first line of approval for credit, refund, and finance-related requests
  • Be able to manage and process a large portion of billing tickets, quickly and accurately respond
  • Call / Reach out to customers during delicate or sensitive customer situations
  • Prepare daily, weekly, monthly reports for management on billing trends
  • Need to be available on the weekend if the end of the month falls on a weekend day
  • Schedule vacations and travel around the sales cycle (preferably avoid the end of the month)
  • Own the billing process of escalation, documentation and constructive feedback to other support leads or agents.
  • Included in leadership discussions related to billing
  • You'll Succeed With :

  • Previous experience in customer service jobs or similar
  • High attention to detail and proven experience making high stake decisions
  • Cloudbeds billing experience a plus
  • Experience in hospitality / tourism a plus
  • Communication skills and a positive attitude
  • Desire to improve the current billing process
  • Fluent English
  • Native / Fluent Spanish and / or Portuguese is a plus
  • Problem-solving skills and emotional management
  • Compatible graduation course or more than 2 years proven experience in the area
  • Skill with computers and systems
  • Excellent internet / WiFi connection
  • Note : This is a remote position that can be done anywhere
  • Our company culture supports flexible working schedules with an Open Paid Time Off (PTO) policy, personal and professional development for individual growth, and 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 grow your career. If you would like to be considered for the role, we would love to hear from you!

    Company Awards to Check Out!

  • Inc. Best Places to Work (2017 & 2018)
  • Inc. 500 Fastest Growing Companies (2018)
  • Connect MIP Award (Technology)
  • Best Places to Work Inc Magazine (2017 & 2018)
  • Best Places to Work HotelTechReport (2018)
  • Start-Ups to Watch in 2018 Forbes
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