Billing Advocate

The Role

The Billing Advocate position is open to residents of Mexico City and requires full English fluency.

Apollo.io is seeking a Billing Advocate to join our Customer Support team. In this role, you will be the primary point of contact for billing-related inquiries — handling refunds, cancellations, subscription renewals, invoice discrepancies, and payment questions, while adhering to established workflows and company policies.

Your attention to detail, billing system proficiency, and commitment to customer satisfaction will be critical to maintaining trust and accuracy in Apollo's financial operations.

This is an IC role reporting to the Account Advocate Team Lead.

Responsibilities

• Handle billing inquiries, refund requests, cancellation requests, invoice discrepancies, and payment-related questions via email, chat, and phone — ensuring timely, accurate, and policy-compliant responses.
• Process subscription renewals, cancellations, and refunds in compliance with Apollo's billing policies and workflows.
• Provision customer accounts based on signed contracts, ensuring correct feature access and configuration from day one.
• Investigate and resolve billing discrepancies, working with Finance and Sales teams when cross-functional input is required.
• Maintain detailed, audit-ready records of billing interactions, decisions, and resolutions in Apollo's CRM.
• Escalate complex or ambiguous cases with complete context — reproduction steps, evidence, and attempted mitigations — following defined escalation paths.
• Identify and flag recurring billing issues, customer friction points, and process gaps to the Team Lead.
• Educate customers on invoicing, payment methods, and subscription plans to minimize confusion and disputes.
• Adopt and use approved AI tools, macros, and templates to improve the speed and consistency of case handling.

Required Qualifications

• 2+ years of experience in billing support, accounts receivable, customer support, or financial operations, preferably in SaaS or B2B software.
• Familiarity with subscription billing models, invoicing, payment processing, and refund handling.
• Experience working in CRM and billing tools such as Salesforce, Stripe, Intercom, or comparable systems.
• Ability to interpret basic contract terms and apply billing logic consistently.
• Strong Excel or Google Sheets skills for data validation and basic reporting.
• Full English fluency required.

Preferred Qualifications

• Hands-on experience with Stripe, Spotdraft, Salesforce, or Intercom.
• Basic understanding of SaaS provisioning, user access management, or subscription lifecycle workflows.
• Exposure to cross-functional billing coordination with Finance, Sales, or Customer Success teams.
• Familiarity with tax compliance basics (VAT, sales tax) or global billing operations.