About this role.
Cloudbeds is hiring an Associate Billing Specialist to support customers and internal teams with billing and subscription questions in a remote-first hospitality software company. The role manages email tickets and phone calls, handles cancellation exit interviews, gathers information for credit and refund requests, and escalates complex matters. The specialist will investigate subscription-related issues with cross-functional teams, identify ticket trends, and contribute to process improvements and support documentation. Success requires bilingual English and Spanish communication, sound judgment in sensitive customer situations, strong organization, and accurate spreadsheet-based record management. The scheduled shift is Monday through Friday, 06:00 AM–3:00 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
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first acknowledge the concern and review the account, invoice, subscription terms, and payment history carefully. I would explain the findings in clear language, gather any information required for a refund review, and follow the established approval process. If a refund is not warranted, I would communicate the decision respectfully, document the interaction, and offer any appropriate next steps.
I use a consistent checklist to verify account details, subscription status, billing dates, and requested actions before completing a ticket. I prioritize work by urgency and due date, document decisions clearly, and perform a final review on high-impact changes such as credits, refunds, or cancellations. I also flag recurring issues so they can be addressed at the process level.
I would categorize tickets by issue type, volume, product area, and outcome, then use Excel or Google Sheets to identify recurring patterns. For example, if many customers misunderstand a subscription change, I would summarize the evidence, quantify the impact, and recommend an update to a support article, workflow, or product experience. I would share the finding with the relevant billing, product, and support stakeholders.
I would approach the call with curiosity and empathy, confirming the cancellation request while asking open-ended questions about the customer's experience and reason for leaving. I would avoid being defensive, accurately document feedback, and determine whether any policy-approved option could resolve the issue. Regardless of the outcome, I would ensure the customer understands the cancellation timeline and any final billing implications.
I would review the request and policy to ensure the decision is accurate before responding. I would explain the outcome clearly and respectfully, focusing on what I can do rather than simply saying no, such as outlining alternatives or escalation options when appropriate. I would document the reasoning and remain accountable for timely follow-up.
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
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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