Customer Support - Billing Advocate

Job Description

Apollo.io is seeking a Billing Advocate to join their Support Team in Mexico City. The Billing Advocate will be the primary point of contact for all billing-related inquiries, ensuring seamless financial operations for Apollo.io's customers. This role requires full English fluency and a strong commitment to customer satisfaction.

• Serve as the primary point of contact for all billing-related inquiries.
• Process refunds, cancellations, and subscription renewals.
• Investigate and resolve billing discrepancies.
• Accurately provision customer accounts based on signed contracts.
• Maintain detailed records of billing interactions and resolutions in Apollo’s CRM.
• Collaborate with Sales, Customer Success, and Engineering teams.
• Identify and escalate recurring billing issues.
• Educate customers on invoicing, payment methods, and subscription plans.
• Stay up-to-date on product pricing, billing policies, and compliance requirements.
• Uphold Apollo’s core values by delivering exceptional, empathetic, and efficient service.

• 2+ years of experience in billing support, accounts receivable, or financial operations, preferably in SaaS or B2B software.
• Familiarity with subscription billing models, invoicing, and payment processing.
• Experience with CRM and billing software (e.g., Salesforce, Stripe, QuickBooks).
• Strong Excel/Google Sheets skills for data validation and reporting.
• Strong analytical and problem-solving skills with a keen eye for detail.
• Proficiency in billing and contract systems (e.g., Stripe, Spotdraft) and CRM platforms (e.g., Salesforce).
• Ability to interpret contracts and apply billing logic accurately.
• Excellent verbal and written communication skills, with a customer-first approach.
• Comfortable working with cross-functional teams to resolve billing and provisioning issues.
• High level of organization and ability to manage multiple tasks efficiently.

Apollo.io offers a collaborative environment where employees are encouraged to take ownership, move with urgency, and learn continuously. The company invests in employee growth and provides the resources and autonomy to make a real impact.