At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

The role you’ll play

The Billing Specialist I provides specialized support to all Mindbody customers regardless of platform and supports all levels of Customer Experience utilizing multiple methods of contact, primarily phone calls and emails. This position works with customers directly, as well as supports internal Mindbody departments to help resolve any billing-related issues.

This position handles internal and external customer inquiries by gathering information to identify the nature of the problem and troubleshoots potentially complex system related issues in numerous areas of the business to ensure proper billing and record keeping. The Billing Team plays a key role in revenue retention as they actively collect revenue daily by working with customers to ensure timely receipt of payment.

The Billing Team is also responsible for the coordination of saves activities related to customer requests for cancellations and returns. This role will regularly interface with Subscription Management, Sales, Customer Success, Strategic Account Managers, and other internal departments.

Essential functions of the role:

• Deliver an exceptional customer experience.
• Consistently and accurately log all interactions, information, and term non-pay steps on the cases in Salesforce.
• Interact with the customer, sales, and other internal departments to manage and escalate difficult customer accounts.
• Perform various activities in the Billing Support Team, including non-payment deactivations, negotiating payment terms, perform account updates-based customer and company requests, etc.
• Conduct research to aid in the investigation of billing discrepancies and errors and partners with team members to fix those errors
• Analyze past due accounts and initiate collection efforts
• Make recommendations to senior leaders and executives on remediation requests to resolve customer issues and escalations.
• Follow up with customers on the status of past due accounts receivable balances
• Contribute to billing and collection related knowledge, documentation, and training
• Update client billing information and any other relevant account information
• Support internal Mindbody teammates to help resolve any billing related issues
• Responsible for managing customer inquiries regarding billing issues, requests, invoices, or other issues
• Helps shadow and provides basic training to new team members

Experience you bring

• College Degree preferred.
• Experience in billing and collection work, preferred.
• SaaS (Software as a Service) billing experience preferred.
• 2+ years of Customer Service experience; preferably with 1 year of working knowledge of all Mindbody products and services.
• Ability to read and analyze customer questions.
• Ability to effectively present information and respond to customer questions, both orally and written.
• Strong attention to detail.
• Extremely organized.
• Ability to identify and resolve complex billing problems while remaining within established department process guidelines.
• Proven ability to handle a high call and email volume (inbound and outbound contacts) and comfortable with all communication methods.
• Excellent computer skills, including familiarity with using Microsoft Excel, internet browsers, online chat tools, and email.
• Effective communication skills, both verbal and written.
• Ability to handle escalated and complex customer issues with confidence, patience, and poise.
• Tech savvy with the ability to quickly learn and acquire new industry, company, product, or technical knowledge efficiently.
• Customer focused mindset: use information to suggest improvements in products and services.
• Interact with colleagues and customers in a tactful and professional manner. Recognize the importance of building professional relationships.
• Strong time management skills, ability to prioritize and use time effectively and efficiently.
• Strong English fluency, as this role will work with mainly English Speaking customers and teams.

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at Playlist, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).

Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.