Senior Billing Specialist – Chargebacks

Role Overview

• Own the end-to-end lifecycle for card and ACH chargebacks and payment disputes, including intake, investigation, evidence gathering, representation, issuer response tracking, and final disposition
• Manage dispute timelines and ensure all cases are submitted accurately and within network, processor, and banking deadlines
• Analyze dispute drivers and payment-failure trends to identify root causes, reduce avoidable losses, and improve dispute win rates
• Partner cross-functionally with Billing, Collections, Accounting, Customer Success, Sales, Order Management, and Enterprise Systems to resolve complex billing and payment issues
• Review customer accounts, invoices, contracts, refunds, credits, cancellations, and payment history to support accurate dispute resolution and account remediation
• Support complex billing scenarios, including enterprise invoicing, contract-specific terms, early terminations, billing adjustments, and held-to-contract fee validation
• Perform reconciliations across disputes, refunds, credits, invoices, and payment activity to ensure accurate financial records and clean month-end close support
• Maintain complete, audit-ready documentation for billing adjustments, dispute outcomes, refunds, write-offs, and related approvals in accordance with internal control requirements
• Identify operational gaps and process breakdowns across billing and payments workflows, then recommend and help implement scalable fixes
• Create and maintain SOPs, playbooks, and documentation for dispute handling, exception management, and billing controls
• Produce recurring and ad hoc reporting on dispute volumes, resolution outcomes, loss trends, aging, and operational performance
• Serve as a subject matter expert for chargebacks and payment disputes, helping train peers and elevate team standards across documentation quality, controls, and execution discipline

Requirements

• 2-3+ years of experience in billing, payments, accounts receivable, dispute operations, or a related finance operations function
• Hands-on experience managing chargebacks, payment disputes, or exception-based payment operations in a high-volume environment
• Strong understanding of billing operations, payment flows, refunds, credits, cancellations, and account reconciliation
• Demonstrated ability to investigate complex issues, assess risk, and drive cases to resolution with a high degree of accuracy and ownership
• Strong analytical skills with the ability to identify trends, connect operational issues to root causes, and recommend practical corrective actions
• Excellent written and verbal communication skills, with the ability to work effectively across finance, operations, and commercial teams
• High attention to detail and strong documentation discipline, especially in deadline-driven and controlled environments
• Proven ability to work independently, manage competing priorities, and perform well in a fast-paced, evolving organization
• Advanced proficiency in Excel and Google Sheets; comfort working across multiple systems and large operational datasets
• Experience with Zuora, Salesforce, payment processors, or ERP platforms is strongly preferred
• Experience in SaaS, fintech, payments, or a high-growth technology environment is a plus
• Bachelor’s degree in Accounting, Finance, Business, or a related field is a plus

Tech Stack

• ERP

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development