Be the reason customers stay.
Spear Education is seeking a Customer & Billing Specialist who can turn complex billing issues and critical customer moments into long-term loyalty. This role is a key partner to our Customer Success team—owning billing accuracy, resolving customer challenges, and helping us deliver an experience that keeps customers engaged and committed.
If you’re someone who can combine empathy, attention to detail, and problem-solving -and you’re comfortable navigating both billing conversations and retention moments - this is where you’ll thrive.
What You’ll Own
Customer Retention & Experience
- Support Customer Success in achieving 90% customer retention
- Manage cancellation requests with curiosity and care—identifying root causes and retaining at least 30% of at-risk customers
- Turn challenging customer interactions into positive, trust-building experiences
- Follow through to ensure every issue reaches full resolution - even across teams
Billing & Account Management
- Proactively monitor accounts with open invoices due to expired or invalid payment methods
- Conduct outbound outreach to resolve billing issues and update payment information
- Guide customers through updating credit cards and account details with clear, simple instructions
- Ensure accuracy across contracts, pricing, and billing records
Customer Support & Technical Coordination
- Respond to customer inquiries (phone, email, chat) with speed, accuracy, and professionalism
- Troubleshoot common platform issues, including supporting customers or their web teams with embedding videos and images
- Reduce technical barriers so customers can fully utilize products and services
- Accurately log all interactions in CRM and follow established processes
- Partner with your team to ensure support tickets are resolved within 96 hours
Resolution Ownership & Communication
- Ensure timely and accurate resolution of customer issues from start to finish
- Communicate updates, outages, and resolutions clearly to both internal and external stakeholders
- Escalate issues appropriately while maintaining ownership of the customer experience
- Follow up proactively to confirm resolution and satisfaction
What Success Looks Like
- Customers stay - even when they were considering leaving
- Billing issues are resolved quickly and accurately the first time
- No customer feels lost, ignored, or bounced between teams
- You create a seamless, low-friction experience that builds long-term loyalty
What You Bring
- Experience in customer support, billing, account management, or similar roles
- Strong communication skills - you’re clear, calm, and confident in any situation
- High attention to detail and pride in getting things right the first time
- Ability to navigate both customer conversations and light technical troubleshooting
- A proactive, solutions-oriented mindset
Why Join Us?
- Direct impact on customer retention and business growth
- A collaborative, supportive team that values both people and performance
- Opportunity to grow across Customer Success, billing, and operations
- Flexibility to work in a hybrid work environment (2 days a week in office)
We offer a competitive compensation package along with comprehensive benefits designed to support you both at work and beyond, including:
- Medical and dental coverage
- 401(k) retirement plan
- Flexible Time Off (FTO)
- Paid holidays
If you enjoy solving problems, building trust, and playing a meaningful role in the customer experience - we’d love to meet you.