Billing & Customer Service Associate

The Cancer Letter is seeking a Billing & Customer Service Associate to support renewals, accounts receivable, customer support, and other administrative tasks. This role is client-facing and requires strong attention to detail and excellent interpersonal skills.

Responsibilities:

• Own subscription invoicing and renewals
• Track subscription accounts receivable and update client accounts in Quickbooks, Monday, and Wordpress
• Serve as first point of contact for payment follow-up, renewals, and cancellations, according to internal escalation process
• Lead vendor portal onboarding and management
• Draft quotes for subscription sales, upgrades, and renewals for team approval
• Maintain up-to-date billing records in Quickbooks and Monday
• Support advertising accounts receivable as needed
• Serve as the first point of contact for subscriber questions, online account issues, and troubleshooting
• Interface with individual readers as well as subscription administrators at cancer centers, health systems, biotech and pharmaceutical companies, non-profits, government agencies, and subscription management companies
• Interface with clients’ IT departments and libraries
• Onboard new subscribers
• Audit customer accounts to solve login issues, updating IP addresses on file and guiding customers through login options
• Draft/send account updates and usage reports to clients
• Perform monthly data exports
• Maintain up-to-date client records
• Participate in operations team monthly review meeting, flagging issues, overdue payments, and other concerns for team discussion and planning
• Document subscription sales inquiries, draft quotes to support subscription sales pipeline
• Other administrative duties as needed (may include: supporting the team in performing annual subscriber list audits, updating subscription sales and informational documents, and/or cross-training on advertising customer service to support team member PTO)

Requirements:

• Minimum 1 year of customer-facing or administrative experience—billing support or member organization experience is a plus
• Strong written and verbal communication
• High attention to detail, especially with financial data and technical systems
• Technically proficient—you learn new systems quickly
• A motivated self-starter who is not afraid to ask for help
• Interest in health, news publications, or oncology
• Experience with Quickbooks Online, Monday CRM, Stripe, and Asana
• Google Suite proficiency
• IT or technical customer support experience
• Experience interfacing with health systems or complex, matrixed organizations
• Background in membership/subscription renewal, accounting, bookkeeping, collections, or invoicing