Billing Support Specialist US Remote

Posting Open Date: 2/5/26
Anticipated Posting Close Date*: 4/5/26
*Job posting may close early due to the volume of applicants.

Billing Support Specialist
The Customer Experience and Support team is seeking a Billing Support Specialist to join our growing Billing Support team. The Billing Support Specialist sits within the Client Services department working closely with Billing Specialists within the Finance department to resolve billing inquiries efficiently while delivering a high-quality empathetic customer experience. This role is responsible for investigating and resolving billing cases explaining invoices and charges identifying trends and helping improve billing processes to reduce friction for both customers and internal teams.
Working directly with customers and collaborating cross-functionally with Credit and Collections Revenue Accounting Sales Account Management Business Systems and Engineering. An ideal candidate will be comfortable learning and working with a complex web of software processes and teams and is eager to roll up their sleeves and dig into issues.

What Youll Do:

• Serve as the primary point of contact for customer billing inquiries including invoices credits adjustments usage questions and payment-related issues.
• Maintain customer information in the billing and finance systems - such as tax purchase orders or contact information (Email address etc.)
• Investigate and resolve billing cases accurately and within defined SLAs escalating complex issues when needed.
• Clearly explain billing concepts charges and outcomes to customers in a professional empathetic and easy-to-understand manner.
• Partner with Finance Sales Deal Desk and Client Services teams to resolve discrepancies and ensure billing accuracy.
• Coordinate with internal stakeholders to validate contract terms pricing usage data and billing logic.
• Act as a customer advocate when billing issues surface broader process or system gaps.
• Document case details resolutions and root causes consistently within support systems (e.g. Service Cloud).
• Identify recurring billing issues and contribute to process improvements automation opportunities and self-service documentation.
• Support billing process updates launches or migrations by providing frontline feedback and participating in UAT as needed.

What Were Looking For:

• 2 years of work in billing support OTC accounting accounts receivable or other relevant customer-facing roles
• Proficient with Excel and Google Sheets e.g. formulas like VLOOKUP XLOOKUP/SUMIFS pivot tables
• Experience handling complex customer inquiries and explaining detailed information clearly.
• Strong analytical and problem-solving skills with high attention to detail.
• Experience with at least one of the following systems: Aria NetSuite SalesForce or ZenDesk
• Excellent written and verbal communication skills.
• Ability to manage multiple cases simultaneously in a fast-paced environment.

Well be super impressed if you have experience in any of these:

• Able to understand and find solutions to complex customer contracts and service orders
• Proficient in calculating usage-based billing in both enterprise software and Excel
• Experience with working on audits and/or financial reporting at a public company
• You have a basic grasp of networking services security or computing industries as it relates to accounting or billing
• BA/BS in Accounting Finance Economics Business or other relevant degree

Work Hours:
This position will require you to work during scheduled hours from 8:30am - 5:30 pm in the US time zone you live in.

Work Location(s) & Travel Requirements:
This position is open to Hybrid And Remote Work Locations. Remote can be anywhere in the United States.
The preferred locations for this position are:

• Denver CO
• San Francisco CA
• US Remote

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.
There is a strong preference for Hybrid near a local office. However we may be willing to consider remote candidates within the US.
This position may require travel as required by your role or requested by your manager.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ordinance we will consider for employment qualified applicants with arrest and conviction records.

Salary:
The estimated range for this position is $61170 to $86352 as an hourly position.
Starting salary may vary based on permissible non-discriminatory factors such as experience skills qualifications and location.
This role may be eligible to participate in Fastlys equity and discretionary bonus programs.

Benefits:
We care about you. Fastly works hard to create a positive environment for our employees and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings
We offer a comprehensive benefits package including medical dental and vision insurance. Family planning mental health support along with Employee Assistance Program Insurance (Life Disability and Accident) a Flexible Vacation policy and up to 18 days of accrued paid sick leave are there to help support our employees. We also offer 401(k) (including company match) and an Employee Stock Purchase Program. For 2026 we offer 12 paid local holidays 12 paid company wellness days.