Billing Operations Specialist – Customer & Hauler Experience

Sourgum is transforming the $100B waste and recycling industry through cutting-edge technology that makes waste removal simpler smarter and more cost-effective. Our innovative haulsourcing platform powers high-quality waste and recycling services for businesses at significantly lower costssaving our customers an average of 20%. Leveraging proprietary datasets an advanced operating system and a carefully curated network of 5000 trusted vendors we help companies of all shapes and sizes streamline their operations while advancing sustainability efforts.

Were a fast-growing venture-backed company (just closed our Series A!) on a mission to modernize an outdated industry and were just getting started. Our investors include Spark Capital Founder Collective Suffolk Technologies 186 Ventures and River Park Ventures the same funds that backed category-defining companies like Slack Anthropic Uber Venmo and Amazon Pharmacy.

If youre driven by the opportunity to build something groundbreaking wed love to meet you.

The Team

Sourgums Billing Operations team sits at the center of a two-sided marketplace we pay haulers and collect from customers and doing both accurately and on time is what keeps the business running. The team operates at the intersection of Finance Operations and Customer Experience and it moves fast.

Were rebuilding this function with a higher ceiling. That means smaller headcount more senior talent and a direct line to leadership. Every person on this team owns a real scope no hiding behind process no waiting for direction.

The Role

Were looking for a Billing Operations Specialist Customer & Hauler Experience to own the relationship and resolution side of our billing operations. This is a senior individual contributor role that is expected to operate independently with a strong sense of ownership.

You are the escalation layer. Haulers with payment questions customers with billing disputes Zendesk tickets that need an actual human thats yours. Youll manage our customer-facing billing queue own SLA compliance on ticket resolution and serve as the primary voice for billing-related issues that require judgment relationship management or a phone call.

This role also carries order closing responsibility on a transitional basis as we build toward automation.

What Youll Be Doing

• Hauler Escalation Management Own hauler-facing billing escalations end to end. That means understanding the issue knowing when to escalate vs. resolve and being comfortable getting on the phone. Youre the relationship not just the ticket.

• Zendesk Queue Ownership Manage inbound billing tickets across Zendesk. You own the SLA. You track whats aging whats blocked and what needs to be closed. Response time is a metric youre accountable for.

• Order Closing Close open orders in our billing system as needed while automation builds out.

• Payment Method Coordination Support haulers through our ACH and VCC payment processes. Understands the difference between payment types can troubleshoot compliance issues and knows when to escalate.

• Vendor & Internal Coordination Partner with VR and Account Management to resolve rate mismatches swap issues and billing discrepancies that cross team lines.

• Documentation & SOP Adherence Follows established billing SOPs and contributes to their improvement. If a process is broken you say so with a proposed fix.

What You Bring

• 35 years in billing operations accounts receivable customer success or a related role with direct customer/vendor-facing accountability

• Proven comfort on the phone you initiate calls you handle pushback and you close issues verbally as readily as in writing

• Experience managing a ticketing queue or similar high-volume communication channel with measurable SLA accountability

• Strong organizational instincts you track your own work flag aging issues before they become problems and dont need to be chased

• Ability to navigate ambiguity and make judgment calls without a manager in the room

• Clear professional communication in both written and verbal form

• Proficiency in Excel or Google Sheets

Nice to Have

• Experience in a marketplace logistics or waste/hauling industry context

• Familiarity with Zendesk or similar ticketing systems

• Exposure to ACH VCC or B2B payment processing

• Experience in a startup or high-growth environment where process is still being built

Benefits

• Company stock options as part of your compensation package giving you the opportunity to share in our companys success and build long-term financial growth.

• A positive and collaborative work environment with a focus on innovation and sustainability.

• Flexible/Unlimited PTO

• Comprehensive benefits package including health insurance (medical dental vision LTD Life Insurance etc.) retirement plans (401K).

• Access to hundreds of gyms studios and wellness appsall through one easy membership provided by your Wellhub.

• Yearly Personal Development Budget

• Opportunities for professional development and career advancement within a growing company.

Required Experience:

IC