Job description

As a Billing Specialist focused on refunds, you'll serve as the first line of contact for customers requesting subscription cancellations and refunds. Your mission is to provide clarity, professionalism, and consistency across all refund interactions, whether through email or phone. This role requires excellent communication, empathy, and precision when navigating sensitive billing concerns. You will be critical in representing Hearth’s brand, ensuring fair outcomes for both the business and the customer.

Why This Role Matters
Refund requests are often the final point of contact for a customer. How we manage them reflects our values and impacts both brand reputation and customer lifetime value. This role is ideal for someone who takes pride in resolving issues with accuracy and fairness, can manage tough conversations calmly, and is excited to be part of a company that is changing an entire industry.

What You’ll Do

Handle Refund Requests: Serve as the primary point of contact for refund-related inquiries through inbound calls and email tickets
Policy Navigation: Clearly explain Hearth’s billing policies and renewal terms in a way that is transparent and customer-focused
Assess Eligibility: Evaluate refund requests in accordance with internal policies and escalate edge cases as needed
Maintain Accuracy: Ensure all customer accounts are accurately updated in Salesforce and Recurly with detailed notes and proper categorization
Resolve Issues Promptly: Work cross-functionally with the Customer Success, Support, and Finance teams to address complex billing questions or exceptions
Contribute to Process Improvement: Identify trends and provide feedback to improve our billing and communication processes
Support Revenue Retention: When appropriate, identify opportunities to retain customers through tailored offers or concessions, in collaboration with the Retention team

What We’re Looking For

2+ years of experience in billing operations, finance support, customer service, or a related role
Excellent written and verbal communication skills, especially in high-pressure conversations
Experience handling inbound billing and refund inquiries with professionalism and consistency
Strong attention to detail, accuracy, and follow-through
Familiarity with Salesforce, Recurly, or similar platforms
Ability to remain calm and composed during escalated conversations
Confidence working independently and making judgment calls within policy guidelines
A mindset focused on customer fairness and company sustainability