Payments & Billing Operations Analyst

About the Role

Automatiq, as a leader in the live event ticketing software platform, serves resellers of all sizes, streamlining the ticket resale process from listing to ensuring timely delivery of tickets to event-goers. The company's data-driven and customer-obsessed approach means that the Payments & Billing Operations Analyst must be adept at analyzing data to identify trends and areas for improvement.

The role reports to the Billing and Collections Manager, involving day-to-day invoicing, payment tracking, and review processes. The analyst will also participate in audits to ensure the accuracy and timeliness of payments and support the management in streamlining billing and collection processes, leveraging automation where applicable.

What You Will Do

• Manage day-to-day invoicing, payment tracking, payments adjustments, and review processes to ensure accuracy and timeliness.
• Perform audits to identify and address discrepancies promptly, maintaining high standards of customer service.
• Support the management in streamlining billing and collection processes, identifying areas for improvement and implementing changes.
• Maintain collections systems, including setting up notifications for late payments and tracking mechanisms.
• Serve as the primary contact for customer inquiries related to billing, payments, adjustments, penalties, and discrepancies.
• Maintain service level agreements (SLA) for response and resolution times, ensuring high-quality customer support.
• Escalate complex issues requiring higher-level intervention, documenting all interactions for future reference.
• Monitor and document trends in customer inquiries to proactively identify and resolve systemic issues.
• Conduct weekly follow-ups with marketplaces regarding outstanding credits or unresolved cases.
• Engage in regular correspondence with sellers regarding outstanding accounts receivable.
• Provide support to the Billing and Collections Manager for daily invoicing, collection efforts, payments adjustments, and audits.
• Document processes and create standard operating procedures (SOPs) for internal training and operational efficiency.
• Participate in weekly meetings and bi-weekly 1:1s with management to report progress and address challenges.
• Coordinate with cross-functional teams, including Accounting, Support, and Loss Mitigation, to resolve escalations and improve processes.

What We Are Looking For

• 2-3 years of experience in customer-facing roles, billing, collection, or payment-related functions, demonstrating a strong understanding of billing operations and customer service principles.
• Excellent problem-solving and high-level analytical skills, with the ability to interpret data to identify areas for improvement.
• Ability to multitask and adapt to dynamic team needs, prioritizing tasks effectively to meet deadlines.
• Strong organizational skills with a high level of attention to detail, ensuring accuracy in all aspects of the role.
• Proficiency with tools such as Google Workspace (Docs, Sheets, Drive), Jira, monday.com, Intercom, Excel, and other tracking systems, with a willingness to learn new systems.
• Strong communication skills, maintaining professionalism and respect in all interactions, both internal and external.
• Self-motivated and capable of working independently and collaboratively as part of a remote team.
• Experience in the entertainment or ticketing industry is preferred, although not required.
• Familiarity with systems like Hyperwallet, Bill.com, and Salesforce is desirable.
• Background in operational or technical workflows is a plus.

Nice to Have

• Experience with automation tools to streamline billing and collection processes.
• Knowledge of data analytics tools to enhance the analysis of payment trends and customer behavior.
• Certification in a related field, such as financial operations or customer service management.
• Prior experience working in a fast-paced, dynamic environment, preferably in a remote setup.
• Fluency in more than one language, given the global nature of the live event ticketing industry.

Benefits and Perks

• Competitive salary, with an annual discretionary bonus based on performance.
• Opportunity to work with a leading company in the live event ticketing software platform.
• Collaborative and dynamic work environment, with a focus on teamwork and innovation.
• Professional development opportunities, including training and education to enhance skills and knowledge.
• Flexible working hours, accommodating different time zones and work styles.
• Access to the latest tools and technologies, facilitating efficient and effective work processes.
• Recognition and reward for outstanding performance, contributing to a positive and motivating work culture.
• Comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
• Remote work stipend to support home office setup and ongoing expenses.
• Annual budget for conferences, workshops, or online courses to foster continuous learning and growth.

• Develop a strong foundation in billing operations, collections, and payments processes to stand out in this role.
• Enhance your analytical skills by learning data analysis tools and practicing with real-world datasets.
• Build a portfolio of process improvements or projects you've led, highlighting your ability to drive change and efficiency.
• Prepare for interviews by researching common billing and collections scenarios, practicing your problem-solving skills, and reviewing the company's technology stack.
• Negotiate your salary by researching industry standards and highlighting your relevant experience and skills.
• Be mindful of red flags such as lack of transparency about the company's financial health or unclear expectations about the role's responsibilities.
• Show enthusiasm for the live event ticketing industry and a willingness to learn about Automatiq's specific challenges and opportunities.