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.
Responsibilities
- Support Customer Success in achieving 90% customer retention
- Manage cancellation requests with curiosity and care—identifying root causes and retaining at least 30% of at-risk customers
- Turn challenging customer interactions into positive, trust-building experiences
- Follow through to ensure every issue reaches full resolution - even across teams
- Proactively monitor accounts with open invoices due to expired or invalid payment methods
- Conduct outbound outreach to resolve billing issues and update payment information
- Guide customers through updating credit cards and account details with clear, simple instructions
- Ensure accuracy across contracts, pricing, and billing records
- Respond to customer inquiries (phone, email, chat) with speed, accuracy, and professionalism
- Troubleshoot common platform issues, including supporting customers or their web teams with embedding videos and images
- Reduce technical barriers so customers can fully utilize products and services
- Accurately log all interactions in CRM and follow established processes
- Partner with your team to ensure support tickets are resolved within 96 hours
- Ensure timely and accurate resolution of customer issues from start to finish
- Communicate updates, outages, and resolutions clearly to both internal and external stakeholders
- Escalate issues appropriately while maintaining ownership of the customer experience
- Follow up proactively to confirm resolution and satisfaction
Skills
- Experience in customer support, billing, account management, or similar roles
- Strong communication skills - you're clear, calm, and confident in any situation
- High attention to detail and pride in getting things right the first time
- Ability to navigate both customer conversations and light technical troubleshooting
- A proactive, solutions-oriented mindset
Benefits
- Full benefits
- Flexible time off
Company Overview
Supporting 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/.