What you can expect

Join a team that sits at the intersection of finance, customer experience, and operations. You'll own billing inquiries end-to-end investigating discrepancies, resolving disputes, and ensuring customers are billed accurately and on time. Every day brings a mix of analytical problem-solving and direct customer interaction, giving you visibility across systems. Your work has a direct impact.

About the Team

The Billing Operations team is the engine behind Zoom's financial accuracy. We partner closely with Renewals, Collections, and Engineering to resolve complex billing issues and continuously improve the systems our customers rely on. We're a team that takes ownership when something breaks, we fix it; when a process can be better, we improve it. You'll work in a high-volume environment where precision matters, collaboration is constant, and your contributions are visible to the business.

Responsibilities

• Investigating and resolving customer billing inquiries end-to-end via ServiceNow, phone, chat, and Zoom delivering timely, accurate outcomes

• Analysing accounts and troubleshooting billing portal issues, providing clear solutions to complex customer challenges

• Processing invoices, manual adjustments, and credit/debit modifications while maintaining accuracy and compliance standards

• Reconciling payments and supporting the Collections team with dispute resolution, escalation management, and customer account oversight

• Partnering with Engineering, Renewals, and the Billing Manager to improve processes, resolve systemic issues, and leverage AI tools for billing efficiency

What we’re looking for

• Be fluent in English. Fluency in German is an advantage.

• Bring at least 1 year of experience in billing, accounts receivable, or revenue operations billing ownership is required, not collections-only

• Demonstrate experience resolving billing disputes and managing customer escalations in a professional, empathetic manner

• Show experience in customer-facing support or customer experience roles, with strong verbal and written communication in English

• Apply analytical and problem-solving skills to investigate discrepancies and resolve billing queries accurately

• Demonstrate experience using AI tools or automation within billing, revenue, or collections workflows

• Apply analytical and problem-solving skills to investigate discrepancies and resolve billing queries accurately

• Bring experience working with ServiceNow or Zuora (or similar billing/ticketing platforms)

• Show proficiency in Microsoft Excel and comfort working with billing or CRM platforms

• Manage high volumes of detail with accuracy, prioritising effectively in a fast-paced environment

Salary Range or On Target Earnings:

Minimum:

Maximum:

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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