[Hiring] Billing & Payments Specialist @Karbon

Role Description

As Karbon's Billing & Payments Specialist, you are the deepest expert in our Customer Success organization on how accounting firms bill their clients, collect payments, and manage their financial workflows inside Karbon. You thrive where the process isn't fully mapped, the stakes are high, and someone needs to step up and own it.

• Serve as the billing and payments specialist for our Customer Success organization, bringing deep product knowledge to the customers and situations that need it most.
• Lead complex billing and payments engagements end to end, from initial assessment through resolution, owning the strategy, the communication, and the outcome.
• Partner with CSMs in customer sessions as the subject matter expert, shaping the approach and guiding the conversation on all things billing and payments.
• Continually assess and refine how billing and payments engagements are handled, maturing the process over time so every interaction is sharper than the last.
• Build a living knowledge base of complex billing and payments scenarios, turning every engagement into institutional knowledge that raises the bar for the entire team.

Qualifications

• 3+ years in a customer-facing specialist, solutions consultant, or technical support role, ideally in B2B SaaS with a financial or payments component.
• Deep familiarity with how accounting firms or professional services businesses bill and collect from their clients.
• Strong product intuition; able to diagnose a billing or payments issue quickly and communicate clearly about what needs to happen.
• Excellent communication skills; able to explain complex financial and product concepts to non-technical customers without condescension.
• A calm, methodical approach under pressure; able to bring structure to chaotic situations.
• Strong documentation instincts; naturally turn resolved cases into reusable resources.
• Experience with Karbon, Xero, QuickBooks, or similar practice management or accounting platforms is a strong advantage.
• Comfortable operating with significant autonomy; confident in your domain knowledge.

Requirements

• Be the internal expert resource for the CSM team on billing and payments, running regular knowledge sessions and answering complex questions.
• Partner with our Billing and Payments Adoption PM to align on customer needs and ensure specialist knowledge is feeding directly into adoption strategy and product direction.
• Partner with the onboarding and implementation teams to ensure billing and payments is set up correctly from day one.
• Advocate for customers internally by surfacing recurring billing and payments pain points to Product and Engineering.
• Document the most common billing and payments conditions your team encounters and keep the prescription matrix current.
• Develop structured playbooks for the most frequent and highest-risk billing scenarios.
• Stay current with Karbon product updates and proactively update your knowledge base and customer-facing resources accordingly.

Benefits

• Gain global experience across Australia, New Zealand, UK, and Canada.
• Strong benefits package including:
• Flexible Time Off with an encouraged 4 weeks use per year.
• Company paid medical for you and eligible spouse/partner and dependents.
• Paid dental and vision for you and eligible spouse/partner and dependents.
• 401(k) with company matching.
• Flexible Spending Account.
• Up to 8 weeks paid parental leave.
• Work-from-home stipend.
• Work with (and learn from) an experienced, high-performing team.
• A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback.
• Be part of a fast-growing company that firmly believes in promoting high performers from within.