Customer Experience Billing Specialist

OUR PURPOSE

Scheduling isn’t simply filling shifts. It’s finding the sweet spot that enables businesses to grow and team members to enjoy the perfect work/life balance.

At Planday from Xero, we aim to use Agentic AI to build a future where managers seamlessly can free up invaluable time for their business and teams. We’re not just building software; we’re on a mission to make shift work more human, to change work/life balance from a luxury to a reality for all shift workers. We’re using advanced technology to help humans reach their full potential. At work and in life.

Founded in 2004, Planday is headquartered in Copenhagen, Denmark and helps create perfect schedules for hundreds of thousands of users across the world. Planday was acquired by Xero in 2021.

HOW YOU'LL MAKE AN IMPACT

As a CX Billing Specialist you will be responsible for ensuring accurate and timely billing, handling customer inquiries related to billing, and providing exceptional customer service. You'll play a central role in maintaining billing continuity and operational integrity across the Planday platform - acting as a trusted point of contact for both customers and internal teams.

The ideal candidate has strong analytical skills, excellent written communication, and a passion for delivering a high-quality customer experience. You'll bring a meticulous eye for detail and the confidence to work across multiple systems to get things right.

Core responsibilities:

• Ensuring Planday's subscription services are invoiced and collected in a timely manner

• Ensuring all billing transactions are recorded correctly and comply with company policies

• Reviewing and verifying billing data for accuracy, completeness, and consistency

• Providing subject matter expertise on Planday billing and assisting other teams as required

• Maintaining and updating customer billing information in the billing system

• Supporting process improvement initiatives to improve efficiency and customer experience

WHAT YOU'LL DO

• Invoice Processing - Accurately process and generate customer invoices on a regular billing cycle, ensuring all charges are correct

• Payment Reconciliation - Reconcile payments and manage customer accounts, ensuring all transactions are recorded correctly and promptly

• Issue Resolution - Investigate and resolve billing disputes and discrepancies efficiently, ensuring customer satisfaction and retention

• Customer Education - Educate customers on billing procedures, payment methods, and any changes to their billing via email and written communication

• Audit and Verification - Conduct regular audits of billing data to identify and correct errors or inconsistencies

• Feedback Loop - Act as a liaison between customers and the internal team, communicating customer feedback to drive product and process improvements

• Cross-Functional Coordination - Work closely with Finance, Sales, and Customer Experience to resolve complex billing issues

WHAT YOU'LL BRING WITH YOU

Technical competencies:

• Problem Solving - Evaluating facts and data to inform recommendations based on customer objectives

• Expectation Management - Prioritising tasks, addressing urgent issues promptly and with good judgement

• Communicates Effectively - Conveying information clearly in writing, building rapport, and collaborating with customers and internal stakeholders

• Internal System Management - Proficiency (or fast demonstrated ability to learn) in Zuora, Salesforce, and Intercom; strong adherence to internal processes

• Stakeholder Management - Fosters positive relationships, clear communication, and collaboration across teams

• Professionalism - Team player who maintains confidentiality and takes accountability

Functional competencies:

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions

• Drives Results - Consistently achieves high results even when the way forward isn't always clear

• Manages Ambiguity - Operating effectively in a small, distributed team where priorities can shift

• Uses Good Judgement - Making timely, well-reasoned decisions

• Action Orientated - Takes on new opportunities and responsibilities with urgency and enthusiasm

What we're looking for:

• Experience in billing, finance operations, or a customer-facing support role

• Comfort working with financial data and reconciliation processes

• Numerical aptitude and strong attention to detail when handling sensitive billing information

• Familiarity with Zuora and/or Intercom is a strong advantage

• Clear and confident written communication in English (additional languages are a plus)

At Planday, we offer you

• Benefits like pension, health insurance, inclusive support for new parents and generous vacation

• On top of your annual base salary, you are offered to be part of an Employee Share Plan

• Growth and progression opportunities – we want you to grow with us

• Flexible remote work

• Strong social culture with lots of team and company activities

• Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe

• Healthy work-life balance and autonomous approach to work. We trust in you and your abilities

Finally, our offices are not just workplaces (although they are pretty nice and well-located, we have to say!). Plandayers are open and welcoming and at Planday, everyone has the freedom and support to show their true self at work.

[PE] Our tech stack is cutting edge and our engineering work is supported by dedicated in-house scrum masters and agile evangelists.

At Planday, we firmly believe that diversity and inclusion are the cornerstones of innovation and a vibrant workplace culture, and we highly value the strength that diverse backgrounds offer.

As an equal opportunity employer, we strive to create an equitable experience for all our candidates throughout the process. Please let us know if you need reasonable accommodation during the application or interview process.

All applicants will be considered for employment without attention to any personal characteristics.