Billing Operations Specialist, FluentStream

About the Role: 

The Billing Operations Specialist supports FluentStream’s Business Operations team by ensuring customers receive accurate, timely, and professional billing assistance. This role blends customer interaction, billing system accuracy, and operational coordination across multiple internal teams. In addition to direct customer support, the Billing Operations Specialist serves as a key partner to FluentStream’s Customer Account Managers by assisting with inquiries related to customer accounts, billing changes, and invoice‑related questions. The ideal candidate is detail‑oriented, comfortable managing a high volume of inquiries, and confident acting as the first line of defense when customers experience unexpected changes in their invoice totals, including tax updates, price adjustments, or usage‑based fluctuations.  

What You’ll Do: 

• Handle incoming billing cases across phone, chat, and email, ensuring accurate documentation and timely routing or resolution.
• Serve as the first point of contact for customers seeking clarity on tax increases, price changes, or variations in monthly charges.
• Provide real‑time support for urgent billing issues, payment questions, and account‑status concerns while maintaining a professional, service‑oriented approach.
• Process billing structure updates, including invoice consolidation, PO changes, and recurring invoice modifications.
• Review and audit customer accounts to explain charges, proration, historical billing, and invoice fluctuations (e.g., tax jurisdiction changes, updated pricing, usage‑based billing).
• Update billing contacts, invoice recipients, and account communication preferences.
• Assist customers with billing portal access, payment method guidance, and wire/ACH instructions.
• Respond to general billing inquiries, including balances, due dates, invoice copies, and usage‑based charges (e.g., international calling, cloud‑storage fees).
• Manage hardware‑related requests, including processing new device orders, coordinating returns, and updating account records. 
• Utilize AI in a variety of ways day to day to create efficiencies, assist with analysis, as well as connect data sets to customer behaviors. 

Experience We’re Looking For: 

• 3-5 years of experience in billing operations, customer support, accounts receivable, or broader business operations
• Strong attention to detail and ability to interpret billing data.
• Excellent written and verbal communication skills.
• Ability to manage multiple cases in a CRM (Salesforce experience required).
• Comfortable working cross‑functionally with Finance, Support, and Operations.
• Problem‑solving mindset with a focus on accuracy, efficiency, and customer satisfaction.