About this role.
Cloudbeds is seeking an Associate Billing Specialist to support customers with billing, subscription, refund, credit, and cancellation inquiries in a fully remote hospitality-software environment. The role manages email tickets and phone interactions, including sensitive compensation requests and cancellation exit interviews. The specialist will maintain accurate subscription records, escalate complex cases, and partner with internal teams to resolve product or subscription issues. Success requires strong English and Spanish communication, careful judgment, spreadsheet proficiency, and a proactive approach to process improvement. The scheduled hours are Monday through Friday, 06:00 AM to 03:00 PM UTC.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would first review the account history, subscription terms, payment records, and any relevant prior communications. I would explain the policy clearly and respectfully, acknowledge the customer's concern, and determine whether there are approved alternatives or whether the case should be escalated. I would document the rationale and ensure the customer receives a timely, consistent response.
I prioritize tickets by urgency, financial impact, and service-level expectations, then use a consistent checklist to verify account details, dates, payment status, and requested actions. I document each step in the appropriate system and perform a final review before submitting credits, refunds, or subscription changes. For recurring issues, I flag patterns that may be addressed through templates, documentation, or process improvements.
I would begin by confirming the customer's account details and creating a professional, empathetic environment for the conversation. I would ask open-ended questions to understand the reason for cancellation, listen without becoming defensive, and accurately record actionable feedback. If an appropriate retention option exists, I would present it transparently; otherwise, I would complete the cancellation process and confirm next steps.
I would organize ticket data by categories such as issue type, product area, billing period, language, resolution time, and outcome. Using filters, pivot tables, charts, and basic formulas, I would identify recurring issues, unusual spikes, and common reasons for refunds or cancellations. I would share concise findings with stakeholders along with practical recommendations, such as a knowledge-base article, workflow adjustment, or product investigation.
I communicate the decision directly, respectfully, and with clear context. I explain the applicable policy or account facts in plain language, avoid making promises I cannot keep, and offer any available alternatives or escalation path when appropriate. My goal is for the customer to feel heard and informed even when the requested outcome cannot be approved.
What Makes Cloudbeds Unique
At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers’ biggest challenges. Since our founding in 2012, we’ve become the World’s Best Hotel PMS Solutions Provider and landed on Deloitte’s Technology Fast 500 again in 2024, but we’re just getting started.
How You’ll Make an Impact:
As an Associate Billing Specialist, you will play a key role in ensuring Cloudbeds customers and internal teams receive support with billing and subscription inquiries. You will handle billing-related tickets through email or phone and manage exit interviews for cancellations via phone. Additionally, you will collaborate across departments to identify and resolve subscription-related product bugs/issues. By analyzing trends and contributing to process improvements, you will enhance the overall customer experience while maintaining accuracy in subscription records.
Our Billing Team:
Our Billing Team thrives on collaboration and problem-solving. We work together to tackle unique challenges, improve processes, and ensure a seamless subscription-related experience for our customers. People who are detail-oriented, proactive, and passionate about providing exceptional customer service will feel right at home on this team.
What You Bring to the Team:
- Address billing and subscription inquiries, escalating complex issues when necessary.
- Efficiently manage and process billing tickets (emails) and calls while taking ownership of follow-ups.
- Resolve delicate customer billing situations, including compensation requests.
- Gather details for credit and refund requests and handle finance-related inquiries.
- Analyze billing ticket trends and propose improvements to enhance the customer experience.
- Contribute to billing support articles and tutorials to expand internal and external knowledge base.
- Participate in task-force projects and assist with the end-of-the-month processes as needed.
What Sets You Up for Success:
- Previous experience in billing support, subscription management, or customer service.
- High attention to detail and a proven ability to make high-stakes decisions.
- Strong written, verbal, and analytical skills with excellent problem-solving abilities.
- Confidence in declining requests while taking accountability for decisions made.
- Familiarity with billing or subscription management procedures.
- Commitment to continuous improvement and learning new skills.
- Strong time management and organizational skills.
- Proficiency in Excel/Google Sheets.
- Fluent in English and Spanish
Bonus Skills to Stand Out:
- Google Data Studio is a plus
Shift: Monday–Friday, 06:00 AM–3:00 PM UTC
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What to Expect – Your Journey with Us
Behind Cloudbeds’ revolutionary technology is a team of redefining what’s possible in hospitality. We’re 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven’t dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we’re not just watching the future of hospitality unfold – we’re coding it, designing it, writing it, and shipping it. If you’re ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
Learn more online at cloudbeds.com
Company Awards:
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People’s Choice (2024)
- Deloitte Technology Fast 500 (2024)
Discover our Benefits:
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays – enjoy an extra-long weekend every month
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling and knowledge transfer
Everyone is Welcome – A Culture of Inclusion
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.
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