xero - Customer Experience Billing Specialist
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Requirements
• Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance. • At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams. We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers. We’re using advanced technology to help humans reach their full potential. At work and in life. • Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world. Planday was acquired by Xero in 2021. • HOW YOU'LL MAKE AN IMPACT • As a CX Billing Specialist you will be responsible for ensuring accurate and timely billing, handling customer inquiries related to billing, and providing exceptional customer service. You'll play a central role in maintaining billing continuity and operational integrity across the Planday platform - acting as a trusted point of contact for both customers and internal teams. • Technical competencies: • Problem Solving - Evaluating facts and data to inform recommendations based on customer objectives • Expectation Management - Prioritising tasks, addressing urgent issues promptly and with good judgement • Communicates Effectively - Conveying information clearly in writing, building rapport, and collaborating with customers and internal stakeholders • Internal System Management - Proficiency (or fast demonstrated ability to learn) in Zuora, Salesforce, and Intercom; strong adherence to internal processes • Stakeholder Management - Fosters positive relationships, clear communication, and collaboration across teams • Professionalism - Team player who maintains confidentiality and takes accountability • Functional competencies: • Customer Focus - Building strong customer relationships and delivering customer-centric solutions • Drives Results - Consistently achieves high results even when the way forward isn't always clear • Manages Ambiguity - Operating effectively in a small, distributed team where priorities can shift • Uses Good Judgement - Making timely, well-reasoned decisions • Experience in billing, finance operations, or a customer-facing support role • Comfort working with financial data and reconciliation processes • Numerical aptitude and strong attention to detail when handling sensitive billing information • Familiarity with Zuora and/or Intercom is a strong advantage • Clear and confident written communication in English (additional languages are a plus)
Responsibilities
• Ensuring Planday's subscription services are invoiced and collected in a timely manner • Ensuring all billing transactions are recorded correctly and comply with company policies • Reviewing and verifying billing data for accuracy, completeness, and consistency • Providing subject matter expertise on Planday billing and assisting other teams as required • Maintaining and updating customer billing information in the billing system • Supporting process improvement initiatives to improve efficiency and customer experience • Invoice Processing - Accurately process and generate customer invoices on a regular billing cycle, ensuring all charges are correct • Payment Reconciliation - Reconcile payments and manage customer accounts, ensuring all transactions are recorded correctly and promptly • Issue Resolution - Investigate and resolve billing disputes and discrepancies efficiently, ensuring customer satisfaction and retention • Customer Education - Educate customers on billing procedures, payment methods, and any changes to their billing via email and written communication • Audit and Verification - Conduct regular audits of billing data to identify and correct errors or inconsistencies • Feedback Loop - Act as a liaison between customers and the internal team, communicating customer feedback to drive product and process improvements • Cross-Functional Coordination - Work closely with Finance, Sales, and Customer Experience to resolve complex billing issues
Benefits
• Benefits like pension, health insurance, inclusive support for new parents and generous vacation • On top of your annual base salary, you are offered to be part of an Employee Share Plan • Growth and progression opportunities – we want you to grow with us • Flexible remote work • Strong social culture with lots of team and company activities • Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe • Healthy work-life balance and autonomous approach to work. We trust in you and your abilities • Finally, our offices are not just workplaces (although they are pretty nice and well-located, we have to say!). Plandayers are open and welcoming and at Planday, everyone has the freedom and support to show their true self at work. • Our tech stack is cutting edge and our engineering work is supported by dedicated in-house scrum masters and agile evangelists. • At Planday, we firmly believe that diversity and inclusion are the cornerstones of innovation and a vibrant workplace culture, and we highly value the strength that diverse backgrounds offer.
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