Billing Customer Support Associate

Billing Customer Support Associate

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We're looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We're excited about having a meaningful impact on people's workplace experience.

Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.

Industrious is looking for a detail-oriented and customer-focused Billing Customer Support Associate to join our Accounting team. In this role, you will be responsible for ensuring the accuracy and efficiency of our billing operations, while serving as a key liaison between our customers and internal teams. You'll be a key player in shaping the customer billing experience from start to finish, by managing the customer billing experience from invoice generation to resolving payment issues, with professionalism, empathy, and a solutions-oriented mindset.

This role is ideal for someone who thrives in a fast-paced environment, values operational excellence, and is energized by helping others. You'll sit at the intersection of AR/Billing and Customer Support, helping us drive revenue while building trust and long-term relationships with our members.

This role can be based in any Industrious Hub Market in the Eastern or Central timezone including NYC, Atlanta, Chicago, Boston, Miami, Austin.

Responsibilities:

• Serve as a primary point of contact for client billing and accounts receivable inquiries, providing clear, empathetic, and professional communication to resolve issues effectively.
• Handle sensitive and complex billing matters with discretion, prioritizing member satisfaction and adhering to internal policies.
• Work within cross-functional teams to resolve payment and billing errors
• Implement quality assurance for all billing-related processes
• Utilize accounting and AR platforms such as Salesforce, Stripe, or similar tools to manage customer accounts and ensure data integrity.
• Identify trends, suggest improvements, and contribute to optimizing the billing and collections process.
• Balance multiple priorities and deadlines while maintaining a high level of accuracy and attention to detail in a fast-paced environment.

• Provide billing-related support for the Special Projects team in a manner that adheres to their timeline
• Review monthly invoices to ensure clarity and accuracy before posting on the member billing portal
• Support location managers with any AR or billing-related inquiries and assist with executing transactions within Salesforce
• Compile detailed statements of accounts including invoice breakdowns, payment allocation, credit memos, and refunds for members upon request

• Collaborate effectively with teams across time zones, particularly supporting coordination between East Coast and West Coast operations.

About you:

• Proven ability to communicate clearly and empathetically with customers, both verbally and in writing
• Strong problem-solving skills with a focus on delivering solutions that prioritize customer satisfaction
• Familiarity with accounting systems and AR platforms (e.g. Zendesk, Salesforce, Stripe, or similar)
• Ability to handle sensitive billing issues with professionalism, discretion, and a member-first mindset
• Comfortable managing multiple tasks and deadlines with strong attention to detail in a fast-paced environment
• Experience working cross-functionally with teams such as Accounting, Operations, and Sales
• Strong analytical skills and the ability to work independently and collaboratively
• Ideally located on the East Coast and willing to work some West Coast hours to support cross-time-zone collaboration
• Bachelor's degree or equivalent work experience required
• Nice to have: experience in Billing/Accounts Receivable and a strong customer service orientation
• 1+ years of experience in a customer service or client-facing support role, ideally in a billing or accounting environment

Compensation

The annual base compensation range for this role is between $55,000 - $60,000. The successful candidate's actual base compensation will be based upon a variety of factors, including but not limited to work experience, job-related knowledge, skills, and professional qualifications. You will also be eligible for an annual 10% bonus and participation in our long-term incentive program.

Base and bonus compensation are just two components of Industrious' total compensation package for this role. Other great perks and benefits include heavily subsidized healthcare plans, generous paid time off, wellness programs, professional development grants, 401k plan, and many other benefits, subject to applicable eligibility criteria and company policies.

Equal Employment Opportunity: Industrious is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunities to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.