Billing & Customer Operations Coordinator (Remote, Eastern Hours)

Location: Remote (U.S. preferred; must reliably cover Eastern business hours) Schedule: Mon–Fri, ~8:30 AM–4:30 PM ET (some flexibility; same-day response required) Employment Type: Full-time W-2 or Full-time Contractor Compensation: Salary Range or Hourly Range DOE + Internet & Mobile Stipend About Us We build public-safety software used by law-enforcement agencies across the country. We’re a small, fast, mission-driven team that values precision, kindness, and responsiveness. You’ll be the friendly voice on our main phone line and the engine behind our billing. Calls are light (≈10/week), but accuracy and follow-through are everything. You’ll field basic support questions, open tickets in Zendesk, and route messages to the small team in Slack. Most of your time will be spent owning our annual SaaS renewals for 500+ government agencies in QuickBooks—identifying renewal dates, creating invoices, sending them, and handling follow-ups. About 15% of your time will support our CEO with admin tasks (scheduling, follow-ups, light research, document prep, but mostly returning calls - he's really BAD at that). What You’ll Do • Phone & Customer Care • Answer main line during business hours with a warm, professional presence. • Triage basic tech questions and create Zendesk tickets; notify the right teammate via Slack. FOLLOW-UP -- This is key -- hold our team accountable for the customer, get things done! • Ensure same-day responses for all inbound calls and customer questions. • Billing & Renewals (Primary) • Audit existing contracts to confirm renewal dates, terms, and amounts. • Build and maintain a renewal calendar; prepare, create, and send invoices in QuickBooks Online. • Manage purchase orders, tax-exempt docs, and remit-to details as needed. • Track payments, resend invoices, and handle billing inquiries via phone and email. • Keep customer accounts spotless—accurate notes, attachments, and history. • Admin Support (≈15%) • Calendar support, simple docs/spreadsheets, follow-ups, and reminders. What You’ll Bring • Expert proficiency in QuickBooks Online (invoicing, recurring invoices, customer lists, products/services, reports). • Meticulous attention to detail; you love accurate records and clear documentation. • Friendly, confident phone presence; able to speak with law-enforcement and city/county finance teams. • Experience with Zendesk (or similar), Slack, Google Meet, and Excel/Sheets. • Ability to work independently, juggle many renewals at once, and hit same-day response expectations. • Preferred: Experience billing government customers (POs, net terms, vendor onboarding portals). Success Looks Like: • 100% same-day responses during business hours. • 99.9% invoice accuracy and on-time renewals. • Clean customer records and predictable cash-flow cadence. Benefits & Perks • Fully remote; work from wherever you’re most productive. • Company-paid internet and mobile stipend. • Family-friendly culture with predictable hours (while covering Eastern business hours). • Essentially unlimited paid time off - we're flexible, we don't track hours, we track OUTCOMES. How to Apply Please submit your resume and a short cover letter. In your letter, tell us: • your QuickBooks Online experience (specific tasks you’ve owned), • a time you improved a billing or renewal process, and • your typical availability in Eastern time. Optional: Include a link to a 30–60s audio sample of how you’d answer our main line—just say hello and introduce yourself. Job Type: Full-time Pay: $55,000.00 - $85,000.00 per year Benefits: • Work from home Work Location: Remote Apply tot his job Apply tot his job