Senior Billing Operations Specialist

DESCRIPTION

We're looking for a Senior Billing Operations Specialist to partner closely with Finance, Customer Experience, BI and Product to give billing a single, accountable owner. This is a true partnership across teams: you'll bring order and control to billing operations while continuously raising the bar for how accurate, explainable, and responsive Pontera's billing is for every customer. Billing at Pontera has outgrown the informal, all-hands-on-deck model that carried it so far - it now touches customer trust, adoption, and executive relationships, not just back-office accuracy.

You're the connective tissue across the entire billing lifecycle - the person every other function turns to when something needs to actually get resolved, not just flagged. That means owning billing file validation before release, payment and check reconciliation, credits and refunds end to end process; being the Finance point of contact for all US based teams who they can rely on for any customer-impacting billing issue. The ability to serve as the business owner for our Quote-to-Cash system, translating real defects into requirements so the system gets built around what actually breaks - not just the happy path.

This is a hands-on role for someone who thrives on both building processes and executing on the details. Whether it's catching a rate error before a customer ever sees it, tracking down a missing remittance, or rebuilding a broken reconciliation process from scratch, no task is too small when it comes to protecting the accuracy of our billing and the trust our customers place in us.

What Success Looks Like

Billing at Pontera has outgrown the informal, all-hands-on-deck model that carried it so far - it now touches customer trust, adoption, and executive relationships, not just back-office accuracy.

In the first 90 days, this role moves through three phases: establishing control (documenting end-to-end billing flows, baselining accuracy and cycle time, standing up an exception queue and an interim Finance-CX RACI); stabilizing operations (launching pre-release review for high-risk billing files, implementing a check/payment reconciliation log, and running Quote-to-Cash UAT against real failure scenarios); and reducing recurrence (closing out priority root causes, publishing a scorecard, and formalizing SOPs and escalation thresholds).

By six months, you're equally comfortable auditing a high-risk billing file as you are chasing down an unmatched check, building a RACI, or walking a customer-facing partner through exactly where an issue stands, why it happened and when it'll be resolved. You understand that billing accuracy is built through careful controls, proactive communication, and a willingness to own a problem until it's actually fixed - not just documented.

RESPONSIBILITIES

• Review billing files before release, validating rates, minimums, account eligibility and status, duplicate or overlapping lines, legal entity, credits, and exceptions.
• Maintain a documented sign-off process and audit trail for every billing release.
• Own the intake-to-application process for checks and ACH, including remittance logging, endorsement standards, deposit evidence, and matching to invoices.
• Manage unapplied-cash exceptions and reconciliation to AR/GL, and prevent collections notices from going out while a payment is under active reconciliation.
• Track credits and refunds from approval through customer receipt, investigating variances and coordinating rebills.
• Establish service levels and aging visibility for open credits and disputes.
• Serve as the Finance point person for customer-impacting billing issues, providing verified facts, an owner, a due date, and a next update.
• Partner with CX on customer language and adoption-risk prioritization.
• Build SOPs, checklists, a RACI, exception queues, approval rules, and root-cause logs, converting repeated one-off fixes into scalable controls and automation requirements.
• Translate real billing defects into Quote-to-Cash requirements and test cases; maintain a living "will solve / will not solve / unknown" list.
• Lead UAT for billing and reconciliation scenarios, and own exceptions after launch.
• Report on first-pass accuracy, invoice timeliness, reconciliation aging, unapplied cash, refund cycle time, repeat defects, customer-impacting incidents, and CSR/GTM hours redirected to billing work.
• Partner closely with the Senior Revenue Controller and broader Finance team on accounting-side accuracy, while owning the day-to-day operational and customer-facing side of billing independently.

REQUIREMENTS

• 5+ years in billing operations, order-to-cash, revenue operations, accounts receivable, or finance operations.
• Hands-on reconciliation experience across billing, CRM, ERP/GL, bank, check, and CSV-based data.
• Strong Excel and data-validation skills, with experience in root-cause analysis, controls, and audit documentation.
• A track record resolving complex billing disputes, credits, and refunds.
• Able to translate financial facts for customer-facing teams without losing control discipline.
• Comfortable influencing & partnering with Finance, CX, Product, RevOps, and Engineering without direct authority.
• Experience with billing-system implementations, requirements gathering, and UAT.
• Senior enough to redesign a process, not simply absorb tickets into an existing one.

Preferred Qualifications

• Experience with NetSuite, DealHub, Stripe, or similar billing/ERP and payments platforms.
• Experience in a B2B SaaS or fintech environment.
• Experience partnering directly with Customer Success/Experience teams on billing-related escalations.

WHAT WE OFFER

• Compensation: Annual Salary of $100,000-$120,000
• Opportunity: Own a newly created, high-visibility Finance function at a fast-growing fintech startup revolutionizing how people retire.
• Team Culture: A collegial, collaborative, fun work environment with frequent team events
• Equity: All new hires are eligible for equity grant participation
• Healthcare: Comprehensive & affordable insurance benefits with a variety of plan options
• Retirement: 401(k) with employer match & employer-sponsored access to a retirement advisor
• Family Benefits: Paid parental leave & reimbursement program for family planning services (such as fertility treatments, adoption, or surrogacy
• Professional Development: Sponsored learning & development program (to cover classes, certifications, and more!)
• Food Perks: Fully stocked kitchen & lunch reimbursement program
• Work Flexibility: A hybrid office work model (In-Office Tues/Weds/Thurs and WFH Mon/Fri) & generous PTO day

Pontera is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.