Customer Finance Analyst

Job Description:

We are seeking a high-performing Customer Finance Analyst to join our team. This role is the backbone of our customer experience, balancing the tasks of technical support and financial operations. You will be responsible for managing the end-to-end customer journey in Help Scout, overseeing Accounts Receivable workflows, invoicing, and ensuring our billing processes maintain the highest standards of accuracy. The ideal candidate is a proactive problem-solver who thrives on efficiency, clear communication, and the constant drive to improve the way we serve our clients.

Key Responsibilities:

• Customer Experience Ownership: Manage Help Scout and Accounts Receivable processes from start to finish. You’ll develop saved replies, custom workflows, and automations to slash response times and boost efficiency.

• Financial Integrity: Execute invoicing processes with extreme precision, maintaining a 97% or higher billing accuracy rate.

• Strategic Communication: Act as a diplomat for the brand, handling interpersonal situations with tact. You will explain complex financial or technical topics to customers and keep the team updated on known product issues.

• Cross-Departmental Collaboration: Partner with Sales and Success teams to handle customer education and support. You’ll be the "first responder" who flags issues with cross-departmental consequences to leadership.

• Continuous Improvement: Proactively identify patterns in support tickets to scope issues, triage outages, and develop training materials for both customers and our internal finance team.

What Success Looks Like

We measure success through clear, objective outcomes. In this role, you will be expected to:

• Drive Volume: Maintain a pace of 50 responses per day (or ensure the inbox hits zero daily).

• Stay Responsive: Address all finance inquiries in internal channels by the end of each business day.

• Ensure Precision: Maintain at least 97% accuracy for all invoicing.

• Report & Escalate: Provide daily updates to leadership on ticket status and proactively communicate any discrepancies or workflow bottlenecks.

• Iterate & Improve: Take ownership of the tasks assigned to you and enhance them to ensure accuracy & efficiency is improving with every cycle.

Required Qualifications:

• Education: Bachelor’s degree in Business, Finance, or a related field.

• Experience: 2+ years of experience in Customer Support, Accounts Receivable, and/or Billing.

• Communication: Excellent written and verbal communication skills that display the ability to distill complex topics into digestible insights for stakeholders—including the ability to train on new processes.

• Technical Skills: Developed Excel/Google Sheets skills and exposure to NetSuite or QuickBooks.

• Resourcefulness/Problem Solving: You use all the resources available to you while thoroughly thinking through problems to provide solutions for our customers and take the lead on resolving complicated technical or financial hurdles.