Billing Customer Support Associate, Industrious
Plus annual 10% bonus
More information about location
Flexible workspaces
Be an early applicant
Flexible workspaces
501-1000 employees
Be an early applicant
Plus annual 10% bonus
More information about location
501-1000 employees
Company mission
To be the workplace where you belong.
Role
Who you are
- This role is ideal for someone who thrives in a fast-paced environment, values operational excellence, and is energized by helping others
- Proven ability to communicate clearly and empathetically with customers, both verbally and in writing
- Strong problem-solving skills with a focus on delivering solutions that prioritize customer satisfaction
- Familiarity with accounting systems and AR platforms (e.g. Zendesk, Salesforce, Stripe, or similar)
- Ability to handle sensitive billing issues with professionalism, discretion, and a member-first mindset
- Comfortable managing multiple tasks and deadlines with strong attention to detail in a fast-paced environment
- Experience working cross-functionally with teams such as Accounting, Operations, and Sales
- Strong analytical skills and the ability to work independently and collaboratively
- Ideally located on the East Coast and willing to work some West Coast hours to support cross-time-zone collaboration
- Bachelor’s degree or equivalent work experience required
- Nice to have: experience in Billing/Accounts Receivable and a strong customer service orientation
- 1+ years of experience in a customer service or client-facing support role, ideally in a billing or accounting environment
What the job involves
- Industrious is looking for a detail-oriented and customer-focused Billing Customer Support Associate to join our Accounting team
- In this role, you will be responsible for ensuring the accuracy and efficiency of our billing operations, while serving as a key liaison between our customers and internal teams
- You’ll be a key player in shaping the customer billing experience from start to finish, by managing the customer billing experience from invoice generation to resolving payment issues, with professionalism, empathy, and a solutions-oriented mindset
- You’ll sit at the intersection of AR/Billing and Customer Support, helping us drive revenue while building trust and long-term relationships with our members
- Serve as a primary point of contact for client billing and accounts receivable inquiries, providing clear, empathetic, and professional communication to resolve issues effectively
- Handle sensitive and complex billing matters with discretion, prioritizing member satisfaction and adhering to internal policies
- Work within cross-functional teams to resolve payment and billing errors
- Implement quality assurance for all billing-related processes
- Utilize accounting and AR platforms such as Salesforce, Stripe, or similar tools to manage customer accounts and ensure data integrity
- Identify trends, suggest improvements, and contribute to optimizing the billing and collections process
- Balance multiple priorities and deadlines while maintaining a high level of accuracy and attention to detail in a fast-paced environment
- Provide billing-related support for the Special Projects team in a manner that adheres to their timeline
- Review monthly invoices to ensure clarity and accuracy before posting on the member billing portal
- Support location managers with any AR or billing-related inquiries and assist with executing transactions within Salesforce
- Compile detailed statements of accounts including invoice breakdowns, payment allocation, credit memos, and refunds for members upon request
- Collaborate effectively with teams across time zones, particularly supporting coordination between East Coast and West Coast operations
Our take
Industrious was founded in 2012 when its creators noticed that people often work d better in hotel lobbies and coffee shops than in traditional offices. This inspired the company to develop flexible workspaces that blend the casual environment of public spaces with the resources, security, and professionalism of an office setting.
Shared flexible workspaces are nothing new, but Industrious has successfully differentiated itself from larger competitors like WeWork by focusing on management contracts with landlords rather than leasing properties. The company has seen its revenue triple from 2019 to 2023 and recently took over WeWork's former headquarters in Manhattan.
As demand for smaller, flexible office spaces grows, Industrious is thriving. With partnerships like CBRE and its expansion into key markets, the company is ready to capitalize on the shifting trends in office space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2022
$100m
GROWTH EQUITY VC
Aug 2019
$80m
SERIES D
Total funding: $322m
Company benefits
- Healthcare - We care deeply about the physical and emotional well-being of our employees. That’s why we offer a range of plan options through United Healthcare, including a variety of employer-paid plans that provide coverage for employees and their families
- Flexible Vacation Time - At Industrious we have a flexible PTO policy. This encourages people to enjoy life outside of work, recharge and look after their mental and emotional health. Take the time you need to have a balanced and fulfilling personal life
- Paid Parental Leave - Families come in all shapes, sizes, and types. We welcome each new addition with generous paid leave so that you can bond with your new child
- Stock Options - We want you to be invested in Industrious’ success. All salaried Industrious employees receive a stock options grant that starts vesting on day one
- Learning & Development Grant - We’re committed to your professional development. We’re proud to offer a yearly grant so that you can take a class or learn a new skill
- Employee Resource Groups - These groups support, promote, and celebrate team members united around shared characteristics or life experiences
Company HQ
Union Square, New York, NY
Leadership
Jamie Hodari
(Co-Founder & CEO)Prior to Industrious, they were the CEO and Co-Founder of Kepler, a rapidly growing experimental university that Scientific American called a "daring global experiment" to bring "top-tier instruction to the neediest parts of the planet."
Justin Stewart
(Co-Founder)Formerly served as the Director of Acquisitions and Operations at Windham Development and Windham China, where they headed their US Real Estate operations
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