Billing Specialist

Who you are

• Bring at least 1 year of experience in accounts receivable, billing, or a finance operations role
• Demonstrate strong verbal and written communication skills, with the ability to explain billing issues clearly to customers
• Apply analytical and problem-solving skills to investigate discrepancies and resolve billing queries accurately
• Show proficiency in Microsoft Excel and comfort working with billing or CRM platforms
• Manage high volumes of detail with accuracy, prioritising effectively in a fast-paced environment

What the job involves

• The Billing Operations team is the engine behind Zoom's financial accuracy. We partner closely with Renewals, Collections, and Engineering to resolve complex billing issues and continuously improve the systems our customers rely on
• We're a team that takes ownership when something breaks, we fix it; when a process can be better, we improve it
• You'll work in a high-volume environment where precision matters, collaboration is constant, and your contributions are visible to the business
• Investigating and resolving customer billing inquiries end-to-end via ServiceNow, phone, chat, and Zoom, ensuring timely and accurate outcomes
• Analysing accounts and troubleshooting billing portal issues, providing clear solutions to complex customer challenges
• Processing invoices, manual adjustments, and credit/debit modifications while maintaining accuracy and compliance
• Reconciling payments and supporting the Collections team with dispute resolution and customer account management
• Partnering with cross-functional teams — including Engineering, Renewals, and the Billing Manager to improve processes and resolve systemic billing issues

Benefits

• Work from home opportunities
• Retirement benefits
• My-Time-Off (MTO), an extended vacation policy
• Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
• Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
• Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
• Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
• Employer Matching of Charitable contributions up to $500 USD equivalent/year
• Annual Zoom Store Allowance
• Business Travel Accident Insurance