Billing Experience Manager – B2B SaaS

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivate and sustain in-depth knowledge of the product's billing capabilities

• Address customer inquiries via the single-channel support system

• Deliver continuous customer support through the help desk platform

• Create and enhance both internal and external knowledge bases

• Foster customer satisfaction and loyalty by resolving inquiries and surpassing expectations

• Develop procedures and workflows to enhance the efficiency of the support team

• Recognize opportunities to enhance product and service features

• Assist in prioritizing billing tickets by assessing needs, features, and value points

• Relay user feedback to Product and assist in translating it into useful features

• Support Enterprise Billing Success Managers during client calls

• Monitor and follow up on product bugs and enhancements

• Aid in ticket triage and document new tickets

⛳️ Requirements

• Background as a Rehab Clinician, including roles such as SLP, OT, PT, COTA, or PTA

• Strong analytical mindset with excellent troubleshooting skills for software use cases and issues

• Self-driven, proactive, and capable of utilizing available resources for quick and independent learning

• Proven ability to excel in fast-paced work environments that demand adaptability and efficiency

• Willingness to operate in a dynamic environment, occasionally extending beyond standard hours

• Highly skilled in MS Excel

• Outstanding written and verbal communication abilities

• No previous billing experience necessary; extensive training will be provided

• Experience in a startup and/or B2B SaaS technology organization is preferred

• Background in clinical development or medical billing operations is preferred

• 1–3 years of experience in Support or Customer Experience teams is preferred

• Ability to manage multiple projects and meet deadlines is preferred

• Familiarity with Zendesk or similar customer support software is preferred

• Knowledge of e-clinical systems and technologies (e.g., EMR, RTM, HEP, CRM, HIEs) is preferred

• Must possess legal authorization to work in the United States

• Must be physically located within the United States

🏝️ Benefits

• Competitive salaries

• Remote/hybrid work environment

• Potential equity compensation for exceptional performance

• Flexible paid time off (PTO)

• Company-sponsored lunches for all employees

• Company-paid disability and life insurance benefits

• Company-paid family and medical leave

• Comprehensive medical, dental, and vision insurance benefits

• Discounted pet insurance

• Flexible Spending Account (FSA) and Dependent Care Account (DCA) as well as commuter benefits

• 401k retirement plan

• Complimentary access to digital fitness classes and wellness content

• Recovery suite at HQ, featuring a cold plunge, sauna, and shower