Customer support lead (billing)Nexford University

What we need
We are looking for a Customer Support Lead to join the Nexford Finance team. This role is responsible for providing exceptional customer service and related financial, clerical and administrative support to ensure the company accurately bills customers, recognizes appropriate revenue and receives payments for our services. This role will partner closely with external and internal stakeholders to contribute towards a highly effective and well controlled accounts receivable and billing function.
Key Daily Responsibilities
Support internal and external customer inquiries via FreshDesk, phone and email.
Proactively communicate with customers and to assure timely payments to assure continued service
Investigate and resolve customer inquiries relating to invoicing, cash application and refunds.
Calculate and process customer refunds.
Perform cash application activities
Advocate for our customers and work closely with cross functional teams to find areas of improvement within our services.
Key Monthly Responsibilities
Accounts receivable and collections reporting (weekly and monthly)
Reconcile admin and billing systems to ensure accurate number of paying users
Deferred B2B and B2C revenue schedule and revenue recognition
Partner reconciliation and invoicing
Refund Analysis
Skip code auditing
Billing service ticket analysis
You'll thrive as a Customer Support Lead if you:
Have demonstrated experience with providing high-touch customer support over email, phones and live chat in SaaS or account/billing customer service
Exhibit analytical reasoning and critical thinking skills for account/billing
Have demonstrated written and verbal communication skills (English)
Have the ability to learn new digital tools quickly
Work autonomously, creatively, and kindly with your teammates while empowering and supporting those around you.
Ability to work under pressure and manage multiple deadlines with high attention to detail.
Previous customer service, billing and cash application experience
Life at Nexford University
Become part of a team that shares a vision to enable greater social and economic mobility through high quality, affordable education around the world.
Fully remote working: enjoy the flexibility to work anywhere you like and the freedom to manage your own time while meeting role objectives
Generous vacation days for all employees globally
12 days for your own professional development
Free access to LinkedIn Learning from the 1st day of employment
50% off all tuition fees for you and your family
About Nexford University
Nexford University is a next-generation university based in Washington DC offering a competency-based learning model. Nexford's mission is to enable greater social and economic mobility by providing an affordable high-quality education that will positively impact millions of lives around the world.
Nexford offers the following degrees and certificates: Associate of Applied Science in Business (AAS), Bachelor of Business Administration (BBA), MBA, nine undergraduate certificates and three graduate certificates in the field of business. Nexford provides learners with a fully online global education based on mastery of competencies relevant in the workplace. A global team of faculty and advisors support learning and professional success through the innovative use of technology, such as AI and machine learning.
For more information, visit www.nexford.org
Nexford University

Manila City, Metro Manila
Permanent
Full-time