About Bonusly

Bonusly helps your team improve engagement and adopt the behaviors that set them, and your organization, up for long-term success. We make employee recognition meaningful, habitual, and connected to what matters most—helping organizations build cultures where people want to stay and grow together. To learn more about working at Bonusly, check out our Un-Handbook: https://github.com/bonusly/un-handbook

About the Role

We are seeking a detail-oriented Billing Operations & Revenue Systems Specialist to manage and support our subscription billing, payment processing, revenue operations, and customer billing experience. The ideal candidate will possess strong expertise in Chargebee, Stripe, subscription lifecycle management, revenue reconciliation, and customer support operations.

Key Responsibilities

Subscription Billing & Chargebee Administration

• Serve as the primary administrator and subject matter expert for Chargebee.
• Manage product catalogs, pricing plans, subscriptions, coupons, and billing configurations.
• Execute catalog changes, price increases, catalog deactivations, and reactivations.
• Monitor subscription lifecycle events including upgrades, downgrades, renewals, cancellations, and reactivations.
• Troubleshoot and resolve billing system issues and process discrepancies.

Stripe & Payment Operations

• Maintain a deep understanding of Stripe payment processing and platform functionality.
• Manage payment workflows including credit card transactions, ACH payments, refunds, disputes, chargebacks, and failed payments.
• Support Stripe integrations with Chargebee and internal company applications.
• Investigate payment exceptions and ensure timely resolution.

Systems Integration & API Management

• Understand and support integrations between Chargebee, Stripe, Bonusly, banking platforms, and internal software systems.
• Utilize APIs and system logs to diagnose and resolve operational issues.
• Collaborate with Engineering and Product teams on system enhancements and troubleshooting.
• Document integration workflows, dependencies, and operational procedures.

Customer Billing Support

• Respond to customer tickets related to billing, invoicing, refunds, payment failures, ACH transactions, credit card processing, subscription changes, and account inquiries.
• Ensure timely and accurate resolution of customer issues while maintaining high customer satisfaction.
• Escalate complex issues appropriately and drive resolution across cross-functional teams.

Revenue Operations & Financial Reconciliation

• Perform revenue recognition reconciliation between Chargebee and financial systems.
• Prepare and maintain ARR (Annual Recurring Revenue) roll-forward schedules.
• Validate subscription revenue, deferred revenue, bookings, billings, and collections data.
• Support monthly, quarterly, and annual close processes.
• Investigate and resolve discrepancies impacting revenue reporting.

Operational Excellence & KPI Management

• Monitor and maintain service-level agreements (SLAs) and customer response metrics.
• Track and report key performance indicators related to ticket resolution, billing accuracy, and operational efficiency.
• Identify process improvement opportunities and implement scalable solutions.
• Develop and maintain operational documentation, SOPs, and knowledge base articles.

Required Qualifications

• Strong hands-on experience with Chargebee administration and subscription billing operations.
• Deep understanding of Stripe payment processing and payment workflows.
• Experience supporting SaaS subscription business models.
• Familiarity with payment methods including credit cards, ACH, refunds, chargebacks, and collections.
• Knowledge of revenue recognition principles and SaaS metrics such as ARR, MRR, churn, and renewals.
• Experience working with APIs, system integrations, and troubleshooting data flows.
• Strong analytical and reconciliation skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience with SaaS platforms.
• Knowledge of accounting systems and financial reporting processes.
• Experience supporting global subscription and payment operations.
• Familiarity reporting tools, and SaaS business metrics.
• Experience working in a high-growth SaaS environment.

Bonusly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.