Billing & Operations Specialist

As our first Billing Operations Specialist, you will play a crucial role in shaping our billing processes and ensuring customer satisfaction. This is a unique opportunity to partner with key teams, drive improvements, and become a subject matter expert in billing operations. Let's build loveable software that makes business processes effortless.

We believe the future is a tech stack of integrated best-of-breed SaaS products, with Katana at the center.
Since 2017, we've given businesses worldwide a live look at their inventory, uniting all the processes and tools they use with intuitive and easy-to-use cloud inventory software. Our customers range from mom-and-pop shops to multi-million-dollar businesses. To date, we raised over $51 million in funding from VC firms and angel investors who, like us, believe the inventory software space needs more love.
Besides great user experience and top-tier customer support, Katana is also industry-agnostic and scalable. The companies that grow with Katana come from almost any industry you can think of, and our software is designed to plug and play with any existing system of tools manufacturers use.
We are excited to hire the first member of our Billing Operations team as part of our ongoing growth. Reporting to the Global Head of Finance, the Billing Operations Specialist will partner closely with the Customer Success team, including Onboarding, Customer Success, Account Management, Partner, and Customer Support teams. This role is currently open to Canadian residents only; full-time remote.
Handling key exceptions to our automated order-to-cash process, including responding to both proactive and reactive customer communications related to subscription billing and invoicing issues
Processing refunds, managing the credit process, and handling changes to customer details
Managing coupons, applying discounts & ramp cycles, and addressing billing queries from customers
Actively managing our Dunnings process and failed payments, supporting our volume-based upgrade process, and processing onboarding orders
Owning Slack and Intercom escalation pipelines
Ensuring timely and complete collections, including accurate forecasting of the timing of collections, enforcing payment terms, and driving improvement of the collections process
Making sure invoices, refunds, coupons, and credit invoices are properly recorded on Recurly (Revenue Recognition)
Providing reporting related to billings, collections aging, and forecasting needed by the Customer Success and finance teams
Periodically reviewing policies and ensuring adherence, conducting occasional data audits, and maintaining data hygiene and integrity
Identifying and implementing process improvements in Billing Operations and the revenue accounting cycle
Partnering with business stakeholders to identify and action downstream transactions triggered through the billing and/or collections process
Have a strong background in billing operations and are excited about being the first member of our Billing Operations team
Excel in a customer-facing role and can balance doing the right thing for customers with the right thing for the business
Thrive in an autonomous work environment and have a proven ability to build relationships with internal stakeholders and customers
Are proactive, can take initiative, and manage your workday effectively
Have a solid understanding of core accounting principles and revenue recognition principles in GAAP
Are proficient in Microsoft Excel, including advanced functions like VLOOKUP, XLOOKUP, pivot tables, Index+Match, and SUMIF
Are eager to drive enablement internally to broaden understanding of the billing operations function and help the company scale and improve its processes
A competitive salary and employee stock option program (we want everybody to feel engaged and share the fruits of our collective effort)
Flexible and remote working options (we're a results-driven team)
Health & wellness package of your choice