Billing Lead Domain Specialist

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

We’re looking for a Billing Lead Domain Specialist to join our growing team and contribute to our company's success!

Responsibilities:

• Supporting our team’s effort to provide optimal service and technical solutions to our clients.
• Answering support tickets opened by clients and internal stakeholders
• Making data-driven decisions based on user experiences and ticket information
• Providing Billing analyses for customers and internal stakeholders
• Leading training initiatives to keep the team educated about the billing product.
• Analyzing tickets and workflows to improve our ongoing activities.
• Working closely with our Client-facing and Product teams to support product-related initiatives.
• Working closely with our Knowledge team towards the shared goal of increasing self-service.
• Representing the voice of the customer in various capacities
• Supporting new product enhancements
• Identifying and acting to remove obstacles to deliver consistently high levels of service/user-friendly experience, both internally and externally.
• Managing new initiatives within your domains.
  
  

• 2 years working in a customer-facing role involving billing/invoicing
• Native English/Near-native speaker
• Tech-savvy - strong computer skills
• Analytical skills/thinking, strong attention to detail
• Excellent verbal and written communication skills
• Ability to adapt to a fast-paced, changing environment
• Customer orientation and the ability to go the extra mile to engage customers
• Empathetic, helpful, and positive attitude
• Availability to travel for training
• Experience in working with product teams - advantage
• Knowledge of Salesforce (or other similar CRMs)
• Knowledge of Zuora Billing systems
• Proficiency in Google Sheets/Microsoft Excel
• Technical/Analytical Skills (such as audit logs, and data analysis)
• Previous use of Zendesk or similar ticketing systems