Experienced Customer Billing Support Specialist – Author Financial Services & Collections
At arenaflex, we're revolutionizing the book publishing industry with cutting-edge technology and a passion for storytelling. Our next-generation publishing platform combines powerful AI with human expertise to help writers publish professionally across every format, language, and global market. As a Customer Billing Support Specialist, you'll play a vital role in ensuring a smooth financial experience for our authors, working closely with our Finance and Customer Experience teams to resolve payment-related inquiries, billing issues, and account resolutions.
About arenaflex
arenaflex is the #1 fastest-growing book publishing platform in the U.S., dedicated to making professional publishing possible for everyone. Our mission is to make no great story go unheard, and we're building a platform that transforms how books are made, shared, and experienced globally. We're growing a team of people who want to shape the future of publishing: creators, technologists, and storytellers driven by craft, purpose, and the opportunity to make a real impact for authors and readers everywhere.
The Role
As a Customer Billing Support Specialist, you'll be responsible for:
- Providing exceptional customer financial support to authors via phone, email, and chat, addressing account balances, payment issues, and financial inquiries.
- Managing overdue payments and working towards resolving outstanding balances through effective communication and problem-solving.
- Processing royalty withdrawals and ensuring smooth and timely author payments.
- Assisting authors with updating their payment details and resolving failed transactions.
- Handling refund requests, chargebacks, and customer disputes with a problem-solving approach.
- Maintaining accurate records of financial support and collections activities for transparency and efficiency.
Requirements
To succeed in this role, you'll need:
- Experience in customer financial support, collections, or payment processing (not accounting or finance analysis).
- Excellent communication skills (spoken & written) in English for handling customer inquiries professionally.
- A strong problem-solving mindset – ability to de-escalate payment issues and negotiate solutions.
- Familiarity with CRM tools (Salesforce or similar), Microsoft Teams, and G Suite.
- Detail-oriented and organized, capable of tracking outstanding balances and financial transactions.
Nice to Have
While not essential, the following skills and experiences would be beneficial:
- Experience in a publishing, subscription-based, or SaaS company.
- Knowledge of dispute resolution, chargeback handling, or financial troubleshooting.
- Experience in remote work with self-motivation and strong accountability.
Benefits
As a Customer Billing Support Specialist at arenaflex, you'll enjoy:
- An innovative environment with a supportive and collaborative team.
- Significant opportunities for professional growth and advancement within a rapidly expanding company.
- Impactful work as a key player on a team that's revolutionizing the publishing industry with groundbreaking AI technology.
Work Environment & Culture
arenaflex is a dynamic and cutting-edge environment that values creativity, innovation, and collaboration. Our team is passionate about making a real impact for authors and readers everywhere. We're committed to fostering a culture of inclusivity, diversity, and respect, where everyone feels valued and empowered to contribute their best work.
Compensation & Perks
arenaflex offers a competitive compensation package, including a salary, benefits, and perks that reflect our commitment to supporting the well-being and growth of our team members. We're proud to offer a comprehensive benefits program, including medical, dental, and vision coverage, as well as a 401(k) matching program and paid time off.
How to Apply
If you're a motivated and customer-focused individual with a passion for financial support and collections, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for this job