Customer Billing & Success Specialist
About this role
About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
Customer Operations & Success Specialist (Billing and Payments)
As a Customer Operations and Success Specialist, you will support our partners by reviewing and resolving billing, invoicing, tax, and payment related inquiries. This role blends customer service with financial operations, requiring strong attention to detail and a foundational understanding of accounting and billing workflows.
You will work cross functionally with Billing, Accounting, Collections, and Sales Operations to investigate disputes, communicate outcomes clearly, and ensure an accurate and positive customer experience in a fast paced, global environment.
Responsibilities
- Resolve customer billing, invoicing, tax, and payment inquiries through Salesforce, email, and phone
- Review invoices, credits, usage, and payment history to identify discrepancies and root cause
- Apply basic accounting concepts when evaluating billing disputes
- Clearly communicate resolutions and next steps to customers
- Document cases accurately and escalate complex issues when needed
- Partner with internal teams to resolve issues end to end
- Identify recurring issues and contribute to process and documentation improvements
Required Qualifications
- Bachelor’s degree preferred or equivalent experience in Business, Finance, Accounting, or a related field
- 2+ Years of experience in customer support, billing operations, or financial operations is a plus
- 2+ Years of foundational understanding of billing, payments, credits, and basic accounting principles
Preferred Qualifications
- Awareness of tax considerations such as sales tax or exemptions is a plus
- Strong written and verbal communication skills
- Detail oriented with strong analytical and problem solving abilities
- Comfortable learning systems such as Salesforce, NetSuite, Power BI, and Excel
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
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