Customer Billing Specialist – Cloud Communications & SaaS Support – brighthush

About brighthush

At brighthush, we’re redefining how businesses connect, collaborate, and thrive in a digital-first world. As a global leader in cloud communications and collaboration technology, we empower organizations of all sizes to streamline their operations, enhance customer engagement, and unlock new revenue streams. Our portfolio spans unified communications as a service (UCaaS), contact center solutions, and advanced networking tools that keep teams productive and customers satisfied.

What sets brighthush apart is our relentless focus on people—both our clients and our team. We believe that every voice matters, and that the best solutions are born from collaboration, transparency, and a shared commitment to excellence. With a culture that celebrates curiosity, accountability, and continuous learning, we’ve built a workplace where innovation thrives and career paths evolve organically.

Why Join brighthush?

• Impactful Work – Your role will directly influence customer satisfaction and revenue retention, helping businesses stay connected and profitable.
• Growth Opportunities – We champion internal mobility. Many of our leaders started in entry‑level positions and have grown to senior roles within the organization.
• Inclusive Culture – Diversity, equity, and inclusion are woven into every aspect of our operations, from hiring to day‑to‑day collaboration.
• Competitive Compensation – We offer a comprehensive package that includes base salary, performance bonuses, and equity options.
• Work‑Life Balance – Flexible schedules, remote work options, and generous paid time off help you recharge and stay productive.
• Learning & Development – Access to industry certifications, mentorship programs, and a robust internal knowledge base.

About the Role

We’re looking for a dedicated Customer Billing Specialist to become the first line of support for our UCaaS SMB customers. In this role, you’ll blend exceptional customer service with meticulous billing expertise to ensure every interaction is accurate, timely, and customer‑centric.

Key Responsibilities

• Customer Interaction – Handle inbound calls, emails, and chat inquiries with professionalism and empathy, ensuring each customer feels heard and valued.
• Ticket Management – Log every customer interaction in our Oracle-based ticketing system, maintaining detailed, accurate records for audit and quality purposes.
• Billing Process Navigation – Explain billing procedures, invoice structures, and payment options to customers, ensuring clarity and transparency.
• Cross‑Functional Collaboration – Work closely with Customer Success, Technical Support, Sales, and Finance teams to resolve billing discrepancies and enhance the overall customer experience.
• Authorization & Security – Verify customer identity and authorization before releasing account information, upholding our strict data privacy standards.
• Credit & Refund Management – Process credits, refunds, and adjustments accurately, ensuring compliance with company policies and regulatory requirements.
• Metrics & Performance – Meet or exceed key call center metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and more.
• Continuous Improvement – Identify trends in billing issues and propose process enhancements to reduce repeat incidents and improve efficiency.

Essential Qualifications

• Associate’s Degree in Business, Finance, or a related field; Bachelor’s Degree preferred.
• Minimum of 2 years’ experience in a customer service, billing, or call center environment.
• Strong data entry skills with a keen eye for detail and accuracy.
• Excellent written and verbal communication abilities.
• Proficiency in Windows, Microsoft Office (especially Excel), and general PC troubleshooting.
• Typing speed of at least 35 words per minute.
• Ability to work effectively in a fast‑paced, team‑oriented setting.

Preferred Qualifications

• Experience in billing support, including credit, refund, and payment processing.
• Background in telecom, VoIP, networking, or cloud communications.
• Familiarity with Oracle or similar ticketing systems.
• Knowledge of billing software such as Zuora, Aria, or similar platforms.
• Experience with call center metrics and performance dashboards.
• Analytical mindset with strong problem‑solving skills.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional service and turning challenges into opportunities.
• Attention to Detail – Precision in data entry, documentation, and billing calculations.
• Critical Thinking – Ability to analyze complex billing scenarios and recommend effective solutions.
• Time Management – Prioritize tasks and manage multiple inquiries simultaneously without compromising quality.
• Collaboration – Work seamlessly with cross‑functional teams to resolve issues and share insights.
• Adaptability – Thrive in a dynamic environment where processes and technologies evolve rapidly.

Career Growth & Learning

At brighthush, we believe that professional development is a shared responsibility. As a Customer Billing Specialist, you’ll have access to:

• On‑the‑job training modules covering billing systems, compliance, and customer service best practices.
• Mentorship from senior billing analysts and finance leaders.
• Opportunities to transition into roles such as Billing Analyst, Customer Success Manager, or Finance Operations Lead.
• Support for industry certifications (e.g., Certified Customer Service Professional, Certified Billing Specialist).
• Regular performance reviews that align your goals with the company’s strategic objectives.

Work Environment & Culture

Our team is built on the pillars of teamwork, transparency, and accountability. You’ll find:

• A collaborative atmosphere where ideas are welcomed and feedback is constructive.
• Regular town‑hall meetings and cross‑departmental workshops to keep everyone aligned.
• A flexible work schedule that supports remote or hybrid arrangements.
• Annual team retreats and quarterly social events that strengthen bonds and celebrate achievements.
• Access to a state‑of‑the‑art virtual training platform and a library of industry resources.

Compensation & Benefits

While specific figures vary by location and experience, our compensation package typically includes:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance plans with generous coverage.
• 401(k) matching program to help you build a secure financial future.
• Paid time off, sick leave, and parental leave policies that support work‑life balance.
• Professional development stipend and tuition reimbursement for relevant courses.

Diversity, Inclusion, and Equal Opportunity

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic. We actively seek to hire, promote, and retain talent from a wide range of backgrounds and experiences.

Ready to Make an Impact?

If you’re passionate about delivering top‑tier customer service, have a knack for billing accuracy, and thrive in a fast‑paced, collaborative setting, we want to hear from you. Join brighthush and help shape the future of cloud communications while advancing your career in a supportive, growth‑oriented environment.

Apply Today – Submit your resume and cover letter through our careers portal. Let’s build the next generation of connected businesses together.