Associate Billing Specialist - LATAM

About this role

<div class="content-intro"><p></p> <p><strong>What Makes Cloudbeds Unique</strong><br>At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started. </p></div><p><span style="font-family: helvetica, arial, sans-serif;"><strong>How You'll Make an Impact:</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif;">As an <strong>Associate Billing Specialist</strong>, you will play a key role in ensuring Cloudbeds customers and internal teams receive support with billing and subscription inquiries. You will handle billing-related tickets through email or phone and manage exit interviews for cancellations via phone. Additionally, you will collaborate across departments to identify and resolve subscription-related product bugs/issues. By analyzing trends and contributing to process improvements, you will enhance the overall customer experience while maintaining accuracy in subscription records.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>Our Billing Team:</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Our Billing Team thrives on collaboration and problem-solving. We work together to tackle unique challenges, improve processes, and ensure a seamless subscription-related experience for our customers. People who are detail-oriented, proactive, and passionate about providing exceptional customer service will feel right at home on this team.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>What You Bring to the Team:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Address billing and subscription inquiries, escalating complex issues when necessary.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Efficiently manage and process billing tickets (emails) and calls while taking ownership of follow-ups.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Resolve delicate customer billing situations, including compensation requests.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Gather details for credit and refund requests and handle finance-related inquiries.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Analyze billing ticket trends and propose improvements to enhance the customer experience.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Contribute to billing support articles and tutorials to expand internal and external knowledge base.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Participate in task-force projects and assist with the end-of-the-month processes as needed.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif;"><strong>What Sets You Up for Success:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Previous experience in billing support, subscription management, or customer service.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">High attention to detail and a proven ability to make high-stakes decisions.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Strong written, verbal, and analytical skills with excellent problem-solving abilities.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Confidence in declining requests while taking accountability for decisions made.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Familiarity with billing or subscription management procedures.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Commitment to continuous improvement and learning new…