Sr Customer Support Ops Rep

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

Position Summary:

The Billing Inquiry Analyst is a highly visible, customer-facing role that serves as a key liaison between customers and internal business partners, including Billing Operations, Sales, Customer Success, Finance, Revenue Operations, Service Operations, Product, and Engineering teams. This position is responsible for managing and resolving customer billing inquiries, disputes, escalations, and exception requests while ensuring a positive customer experience and protecting revenue integrity. This individual will also serve as the primary billing liaison for a portfolio of strategic customers, including the organization's Top 20 accounts, providing proactive support for complex billing concerns and high-impact customer situations.

The ideal candidate possesses strong analytical, communication, and problem-solving skills, with the ability to investigate and resolve medium- to high-complexity billing scenarios across multiple systems, products, contracts, and monetization models. This individual must be comfortable navigating ambiguity, conducting detailed research, and delivering thoughtful, comprehensive, and customer-centric responses to both internal and external stakeholders.

Success in this role requires deep expertise in the organization's billing processes, contract language, pricing structures, and operational workflows, along with a strong understanding of how billing transactions originate and flow across the business. The individual is expected to continuously develop expertise in emerging monetization strategies, including subscription, usage-based, consumption-based, and hybrid billing models, while embracing AI-powered tools and Agentic AI capabilities to improve operational efficiency, customer support, and decision-making.

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Key Responsibilities:

• Serve as the primary point of contact for customer billing inquiries, disputes, billing escalations, and exception requests submitted through the Billing Inquiry intake process.

• Act as the billing liaison for assigned strategic customers, including the organization's Top 20 accounts, managing complex billing concerns and ensuring a high-quality customer experience.

• Investigate, analyze, and resolve medium- to high-complexity billing issues while ensuring accurate, timely, and customer-focused resolutions.

• Develop and maintain expertise in company billing processes, contract terms, pricing structures, invoicing procedures, and monetization models.

• Build proficiency in subscription, recurring revenue, consumption-based, usage-based, overage, milestone, professional services, and hybrid billing models, understanding how each translates into billable customer outcomes.

• Learn and become proficient in the organization's usage and consumption billing platforms, including how usage is captured, validated, reconciled, and translated into customer invoices.

• Analyze billing data, customer contracts, pricing arrangements, usage records, and system transactions to identify root causes and recommend corrective actions.

• Provide clear, professional, and detailed written and verbal communication regarding billing outcomes, findings, and resolution plans.

• Adhere to established service level agreements (SLAs) and key performance indicators (KPIs) related to inquiry review, response times, and case resolution.

• Partner cross-functionally with Sales, Managed Services, Customer Success, Finance, Revenue Operations, Service Operations, Product, Engineering, and other internal teams to resolve complex customer scenarios.

• Understand organizational ownership and billing workflows to effectively identify the source of billing transactions and route inquiries to the appropriate teams when necessary.

• Escalate systemic issues and recurring trends when appropriate, contributing to long-term solutions that improve billing accuracy, operational efficiency, and customer satisfaction.

• Exercise sound judgment when evaluating customer disputes, balancing company policies, contractual obligations, customer relationships, and revenue considerations.

• Identify opportunities for process improvements through trend analysis, stakeholder feedback, and operational insights.

• Support the creation and maintenance of billing documentation, knowledge articles, standard operating procedures, and training materials to improve organizational knowledge and consistency.

• Leverage AI-enabled tools and automation solutions to improve research, documentation, customer communications, and operational efficiency.

• Develop proficiency in Agentic AI capabilities and intelligent workflow automation, applying AI-assisted reasoning and decision support to improve inquiry resolution, knowledge discovery, and process execution while maintaining appropriate human oversight.

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Required Qualifications:

• Bachelor's degree in Business, Finance, Accounting, or a related field, or equivalent work experience.

• 3+ years of experience in billing, finance operations, accounts receivable, customer support, or a related role.

• Strong understanding of billing operations, invoicing practices, contract interpretation, and dispute resolution.

• Ability to analyze and resolve complex billing issues across multiple systems and stakeholders.

• Demonstrated ability or aptitude to learn complex monetization models, including subscription, usage-based, and consumption-based billing.

• Willingness to learn AI-enabled technologies and incorporate AI tools into daily workflows to improve productivity and customer service.

• Excellent written and verbal communication skills, including the ability to communicate complex billing concepts to non-technical audiences.

• Strong organizational, analytical, and problem-solving skills with exceptional attention to detail.

• Ability to manage competing priorities and work effectively in a fast-paced environment.

• Proficiency with billing systems, CRM platforms, ERP systems, Microsoft Office applications (particularly Excel), and collaboration tools.

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Preferred Qualifications:

• Experience supporting subscription-based, recurring revenue, usage-based, consumption-based, or contract-based billing environments.

• Experience supporting SaaS or cloud-based monetization models.

• Familiarity with ERP, billing, financial management, and usage management systems.

• Experience working with cross-functional teams in a large or complex organization.

• Knowledge of revenue recognition principles and financial operations.

• Experience handling customer escalations and high-visibility billing disputes.

• Experience using AI-powered productivity tools, virtual assistants, or workflow automation platforms in a professional environment.

• Familiarity with Agentic AI concepts, intelligent automation, or AI-assisted operational workflows.

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Core Competencies:

• Billing and Contract Expertise

• Customer Service Excellence

• Monetization & Revenue Model Knowledge

• Usage and Consumption Billing

• Analytical Thinking

• Problem Resolution

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]

The pay range for this position is $57,150 to $80,000. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.