Job Description
Spear Education is seeking a Customer & Billing Specialist who can turn complex billing issues and critical customer moments into long-term loyalty. This role is a key partner to our Customer Success team—owning billing accuracy, resolving customer challenges, and helping us deliver an experience that keeps customers engaged and committed.
Responsibilities
- Support Customer Success in achieving 90% customer retention
- Manage cancellation requests with curiosity and care—identifying root causes and retaining at least 30% of at-risk customers
- Turn challenging customer interactions into positive, trust-building experiences
- Follow through to ensure every issue reaches full resolution - even across teams
- Proactively monitor accounts with open invoices due to expired or invalid payment methods
- Conduct outbound outreach to resolve billing issues and update payment information
- Guide customers through updating credit cards and account details with clear, simple instructions
- Ensure accuracy across contracts, pricing, and billing records
- Respond to customer inquiries (phone, email, chat) with speed, accuracy, and professionalism
- Troubleshoot common platform issues, including supporting customers or their web teams with embedding videos and images
- Reduce technical barriers so customers can fully utilize products and services
- Accurately log all interactions in CRM and follow established processes
- Partner with your team to ensure support tickets are resolved within 96 hours
- Ensure timely and accurate resolution of customer issues from start to finish
- Communicate updates, outages, and resolutions clearly to both internal and external stakeholders
- Escalate issues appropriately while maintaining ownership of the customer experience
- Follow up proactively to confirm resolution and satisfaction
Skills
- Experience in customer support, billing, account management, or similar roles
- Strong communication skills - you're clear, calm, and confident in any situation
- High attention to detail and pride in getting things right the first time
- Ability to navigate both customer conversations and light technical troubleshooting
- A proactive, solutions-oriented mindset
Benefits
- Full benefits
- Flexible time off
Company Overview
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