Customer and Billing Specialist

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.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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

Benefits

• Full benefits
• Flexible time off

Company Overview