Customer Experience Billing Specialist

OUR PURPOSE Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance. At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams. We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers. We’re using advanced technology to help humans reach their full potential. At work and in life. Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world. Planday was acquired by Xero in 2021. HOW YOU'LL MAKE AN IMPACT As a CX Billing Specialist you will be responsible for ensuring accurate and timely billing, handling customer inquiries related to billing, and providing exceptional customer service. You'll play a central role in maintaining billing continuity and operational integrity across the Planday platform - acting as a trusted point of contact for both customers and internal teams. The ideal candidate has strong analytical skills, excellent written communication, and a passion for delivering a high-quality customer experience. You'll bring a meticulous eye for detail and the confidence to work across multiple systems to get things right. Core responsibilities: - Ensuring Planday's subscription services are invoiced and collected in a timely manner - Ensuring all billing transactions are recorded correctly and comply with company policies - Reviewing and verifying billing data for accuracy, completeness, and consistency - Providing subject matter expertise on Planday billing and assisting other teams as required - Maintaining and updating customer billing information in the billing system - Supporting process improvement initiatives to improve efficiency and customer experience WHAT YOU'LL DO - Invoice Processing - Accurately process and generate customer invoices on a regular billing cycle, ensuring all charges are correct - Payment Reconciliation - Reconcile payments and manage customer accounts, ensuring all transactions are recorded correctly and promptly - Issue Resolution - Investigate and resolve billing disputes and discrepancies efficiently, ensuring customer satisfaction and retention - Customer Education - Educate customers on billing procedures, payment methods, and any changes to their billing via email and written communication - Audit and Verification - Conduct regular audits of billing data to identify and correct errors or inconsistencies - Feedback Loop - Act as a liaison between customers and the internal team, communicating customer feedback to drive product and process improvements - Cross-Functional Coordination - Work closely with Finance, Sales, and Customer Experience to resolve complex billing issues WHAT YOU'LL BRING WITH YOU Technical competencies: - Problem Solving - Evaluating facts and data to inform recommendations based on customer objectives - Expectation Management - Prioritising tasks, addressing urgent issues promptly and with good judgement - Communicates Effectively - Conveying information clearly in writing, building rapport, and collaborating with customers and internal stakeholders - Internal System Management - Proficiency (or fast demonstrated ability to learn) in Zuora, Salesforce, and Intercom; strong adherence to internal processes - Stakeholder Management - Fosters positive relationships, clear communication, and collaboration across teams - Professionalism - Team player who maintains confidentiality and takes accountability Functional competencies: - Customer Focus - Building strong customer relationships and delivering customer-centric solutions - Drives Results - Consistently achieves high results even when the way forward isn't always clear - Manages Ambiguity - Operating effectively in a small, distribute