Fastly

Billing Support Specialist

Fastly

full-time

Posted on:

Location Type: Hybrid

Location: Arizona • Illinois • United States

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Salary

💰 $61,170 - $86,352 per year

About the role

  • Serve as the primary point of contact for customer billing inquiries
  • Maintain customer information in the billing and finance systems
  • Investigate and resolve billing cases accurately within defined SLAs
  • Clearly explain billing concepts, charges, and outcomes to customers
  • Partner with Finance, Sales, Deal Desk, and Client Services to resolve discrepancies
  • Coordinate with internal stakeholders to validate contract terms, pricing, and billing logic
  • Act as a customer advocate when billing issues surface broader process or system gaps
  • Document case details and resolutions consistently within support systems
  • Identify recurring billing issues and contribute to process improvements

Requirements

  • 2+ years of work in billing support, OTC, accounting, accounts receivable, or other relevant customer-facing roles
  • Proficient with Excel and Google Sheets, e.g. formulas like VLOOKUP, XLOOKUP/SUMIFS, pivot tables
  • Experience handling complex customer inquiries and explaining detailed information clearly.
  • Strong analytical and problem-solving skills with high attention to detail.
  • Experience with at least one of the following systems: Aria, NetSuite, SalesForce, or ZenDesk
  • Excellent written and verbal communication skills.
  • Ability to manage multiple cases simultaneously in a fast-paced environment.
Benefits
  • Medical, dental, and vision insurance
  • Family planning, mental health support, Employee Assistance Program
  • Life, Disability, and Accident Insurance
  • Flexible Vacation policy
  • Up to 18 days of accrued paid sick leave
  • 401(k) (including company match)
  • Employee Stock Purchase Program
  • 12 paid local holidays
  • 12 paid company wellness days
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
billing supportOTCaccountingaccounts receivableExcelGoogle SheetsVLOOKUPXLOOKUPSUMIFSpivot tables
Soft Skills
analytical skillsproblem-solving skillsattention to detailwritten communicationverbal communicationcustomer advocacymulti-taskingcollaboration