Customer and Billing Specialist

Spear Education is seeking a Customer & Billing Specialist who can turn complex billing issues and critical customer moments into long-term loyalty. This role is a key partner to our Customer Success team—owning billing accuracy, resolving customer challenges, and helping us deliver an experience that keeps customers engaged and committed.ResponsibilitiesSupport Customer Success in achieving 90% customer retentionManage cancellation requests with curiosity and care—identifying root causes and retaining at least 30% of at-risk customersTurn challenging customer interactions into positive, trust-building experiencesFollow through to ensure every issue reaches full resolution - even across teamsProactively monitor accounts with open invoices due to expired or invalid payment methodsConduct outbound outreach to resolve billing issues and update payment informationGuide customers through updating credit cards and account details with clear, simple instructionsEnsure accuracy across contracts, pricing, and billing recordsRespond to customer inquiries (phone, email, chat) with speed, accuracy, and professionalismTroubleshoot common platform issues, including supporting customers or their web teams with embedding videos and imagesReduce technical barriers so customers can fully utilize products and servicesAccurately log all interactions in CRM and follow established processesPartner with your team to ensure support tickets are resolved within 96 hoursEnsure timely and accurate resolution of customer issues from start to finishCommunicate updates, outages, and resolutions clearly to both internal and external stakeholdersEscalate issues appropriately while maintaining ownership of the customer experienceFollow up proactively to confirm resolution and satisfactionSkillsExperience in customer support, billing, account management, or similar rolesStrong communication skills - you're clear, calm, and confident in any situationHigh attention to detail and pride in getting things right the first timeAbility to navigate both customer conversations and light technical troubleshootingA proactive, solutions-oriented mindsetBenefitsFull benefitsFlexible time offCompany OverviewSupporting dentists and their teams in their pursuit of clinical excellence in dentistry with continuing education, products and support It was founded in 2006, and is headquartered in Scottsdale, Arizona, USA, with a workforce of 201-500 employees. Its website is http://www.speareducation.com/.



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