Billing Support Specialist

THE PROBLEM

Our customer base is expanding, increasing the volume of complex billing, invoicing, and account inquiries. Expanding our reach creates a need for clear operational alignment between front-line customer advocacy and back-end financial processes. You'll take this on by serving as the primary bridge between Finance and Customer Care, resolving complex account cases while keeping data accurate and customer trust high.

WHAT YOU'LL OWN

• Manage end-to-end billing operations cases, resolving invoice discrepancies, cash applications, and account escalations.

• Perform detailed customer reconciliations and dataset analysis in Salesforce and billing systems to clarify contract terms and billing histories.

• Partner cross-functionally with Customer Success, Account Executives, Deal Operations, and Finance to resolve complex, multi-layered account inquiries.

• Educate customers on payment processes, contractual terms, and account self-sufficiency across phone, email, and live chat.

• Author workflow documentation, process improvements, and Customer Help Center articles to resolve operational bottlenecks and reduce inbound case volume.

WHAT THIS ROLE IS NOT

• This isn't a traditional Accounts Receivable or collections role, you'll conduct reconciliations and address billing issues, but your core focus is high-touch customer resolution and cross-functional problem-solving.

• This isn't a backend Finance role focused on closing books, you will collaborate closely with Finance, but your work centers on customer-facing advocacy and operational workflows.

• This isn't a purely scripted support queue, you'll navigate ambiguous edge cases, analyze account data, and autonomously manage your case queue.

WHAT YOU BRING

• Demonstrated experience in customer-facing roles in fast-paced environments, with a focus on billing operations, accounts receivable, or technical support.

• Strong analytical proficiency with spreadsheet tools, including pivot tables, data manipulation, and VLOOKUPs to analyze billing datasets.

• Practical capability navigating Salesforce, billing platforms, and omnichannel customer communication systems.

• Proven ability to de-escalate complex customer matters and navigate contract terms with clear, professional written and verbal communication.

• A habit of start-to-finish case ownership, with flexibility to balance customer needs alongside core operational priorities.

COMPENSATION

In this role, you'll receive a starting salary between $60,000 and $75,000 as well as Flock Stock Options. Base salary is determined by job-related experience, education/training, as well as market indicators. Your recruiter will discuss this in depth with you during our first chat.

WHY FLOCK

Every community deserves to be safe. Flock builds the technology that makes that real: last year we supported over 1 million criminal investigations and helped locate more than 10,000 missing people. We're 1,700 people building the impossible with over $1B in funding, and the expectations are high on purpose. If you want a role where the stakes are real and the pace matches, this is it.

Some problems get solved faster in the same room, so we prioritize candidates in Atlanta and Boston. Hub-based roles mean real in-person time with your coworkers. Remote roles exist, and when a posting is open to remote work, it says so.

Building the impossible takes every kind of mind. Flock is an equal opportunity employer, and we know the best solutions come from diverse perspectives, experiences, and skills working together with mutual respect. Everyone is welcome to apply. If you need assistance or an accommodation due to a disability, email recruiting@flocksafety.com; your information stays confidential and is used only to arrange the right accommodation for your interviews.

On compensation: we pay fairly for the work. Base salary is determined by job-related experience, education, training, and market indicators. The range in this posting covers base salary only and doesn't include equity, sales bonus plans where applicable, or benefits. The range may be adjusted over time, and this posting may span more than one career level.

One last thing: all legitimate communication from Flock comes from an email ending in @flocksafety.com http://flocksafety.com or noreply@ashbyhq.com. We never make offers through messaging apps or third parties, and we never request payment or sensitive personal information during hiring. If you encounter suspicious outreach about a Flock role, report it to recruiting@flocksafety.com.