Billing Support Analyst

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.

About the Billing Support Analyst role…

The Billing Support Analyst will be the first point of contact for customers with billing inquiries, ensuring a seamless and positive experience. This role is responsible for resolving customer billing issues for both Customers and internal stakeholders.

This position requires excellent communication skills, a customer-focused mindset, and the ability to troubleshoot and resolve billing-related queries.

What you’ll do…

Customer Support & Billing Assistance

• Respond to customer inquiries regarding invoices, payments, and billing discrepancies via email, chat, and phone.

• Investigate and resolve billing issues in a timely and professional manner.

• Assist customers with payment processing, refunds, and adjustments when necessary.

• Maintain accurate and up-to-date customer records in the billing system and CRM.

• Process billing adjustments and credit notes in line with company policies.

• Work closely with the Finance and Billing teams to validate data accuracy and minimise errors.

Collaboration & Dispute Resolution

• Partner with the collections team, Sales, Enterprise Account Managers, Customer Success, and Finance teams to resolve customer billing disputes efficiently.

• Escalate complex billing issues to the appropriate department when necessary.

• Provide insights and feedback to improve billing processes and customer experience.

• Utilise systems such as Zuora and Salesforce to manage customer accounts

What you have…

• Extensive years of experience in customer support, billing, or accounts receivable, preferably in a SaaS or subscription-based company.

• Strong communication skills with the ability to explain billing details clearly to customers.

• Experience working with billing or CRM systems such as Zuora, Salesforce, or similar platforms is preferred.

• High level of attention to detail and ability to multitask in a fast-paced environment.

• Problem-solving mindset with a proactive approach to customer service.

• Proficiency in Microsoft Excel and other reporting tools is a plus.

Our Perks & Benefits…

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Flexibility to work in a Hybrid model (2-3 days in-office)

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.