Billing Support Specialist

This is a remote position. About the Company Our client operates a high-growth global community for executive professionals, serving thousands of members worldwide with industry-leading retention and profitability. Generating over $10M ARR, the brand is synonymous with excellence in leadership development. A critical focus for their next chapter is ensuring every member realizes value early, stays deeply engaged, and chooses to renew About the Role We are looking for a Billing Support Specialist to own the member-facing side of payment recovery, billing support, and subscription management. This role exists because billing issues—failed payments, declined cards, refund requests, disputes, and access questions, are some of the most time-sensitive moments in a member's experience. You will sit inside Member Support and resolve billing issues end-to-end for members with white-glove service. This is a customer-facing role that has a meaningful and measurable impact on both the customer experience and the health of the business. Requirements What You’ll Do Payment Recovery Pipeline: Own the full payment recovery process by monitoring dunning queues, managing member outreach via HubSpot and Slack, and driving payment resolution. Decline Code Analysis: Interpret Stripe and Chargebee decline codes (understanding soft vs. hard declines) to determine the right recovery action at each stage. Subscription Management: Manage payment retries and card updates directly in Chargebee and Stripe, keeping payment records clean and accurate. Inbound Billing Support: Handle inbound billing tickets end-to-end, including refunds, incorrect charges, access questions, and payment method updates. Disputes & Refunds: Process refunds and manage chargeback responses within policy, using proactive judgment to escalate to Finance when necessary. Reporting & Optimization: Track and report on saved members, failed recoveries, and recurring failure patterns to continuously improve recovery rates. Cro