Subscription Support Specialist
As a Subscription Support Specialist, you will serve as the primary point of contact for resolving subscription billing inquiries, ensuring customers experience accurate, timely outcomes that protect their access to Procare's platform. You will own the end-to-end management of hardware procurement workflows and billing case resolution, navigating account risks such as softlocks and bad debt before they impact customer retention. The problems you encounter will range from routine billing adjustments to complex, cross-functional issues that require you to coordinate closely with Finance, Customer Operations, and Vendors to reach the right outcome. Your work directly supports the health of Procare's subscription base, making you a critical link between our customers and the internal teams that keep accounts active and in good standing.
What you’ll do:
Subscription & Billing Support
Answer and manage the Billing Support phone line
Work and resolve cases within the Billing Support Salesforce queue
Provide timely, accurate responses to customer billing inquiries
Research account discrepancies and partner with Finance as needed
Maintain accurate case documentation and follow-up notes
Meet established productivity and SLA expectations
Billing & Finance Projects
Assist with billing-related operational initiatives, including:
Softlock review and account monitoring
Bad debt list research and follow-up
Account status updates in coordination with Finance
Support Salesforce billing workflow improvements
Partner with Finance on process enhancements and reporting needs
Monitor and respond internal Slack channels
Hardware Operations & Vendor Management
Process purchase orders to vendors for hardware fulfillment
Manage procurement and tracking of hardware inventory
Coordinate with vendors to ensure timely shipment and order accuracy
Escalate supply or fulfillment issues proactively
Our ideal candidate will have:
Strong attention to detail and analytical skills
Comfortable managing multiple queues and communication channels
Ability to work independently and escalate appropriately
Strong written and verbal communication skills
Associate degree or equivalent work experience required
2+ years' experience in billing, finance support, subscription support, or SaaS operations
Experience working in Salesforce (or similar CRM)
Experience in SaaS subscription billing environments
Experience supporting hardware procurement or vendor management
Experience partnering directly with Finance teams and bad debt workflow
Familiarity with softlock is preferred
Physical Requirements:
This position works most of the time in a fixed office location and may involve sitting and/or standing for prolonged periods
Frequently required to communicate verbally and in writing (mostly email) with customers, prospects, and other employees
Use of computer, telephone, and other office equipment for the greater part of the workday
Occasional travel may be required for this position
Why Procare?
Excellent comprehensive benefits packages including: medical, dental, & vision plans
HSA option with employer contributions
Vacation time, holidays, sick days, volunteer & personal days
401K Plan with employer match and immediate vesting
Employee Stock Purchase Plan
Employee Discount Program
Medical, Dependent Care, and Transportation FSA Plans
Company paid Short and Long-Term disability and Life Insurance
RTD EcoPass for all Denver employees
Tuition Reimbursement and continued Professional Development
Fast paced, high energy workplace environment in prime downtown location
Regular company provided meals
Salary
$22 - $24/hour DOE
Location
This position can be based in our Denver, CO or Atlanta, GA offices. Procare operates in a hybrid working model based on business needs. Candidates must be willing and able to work in office a minimum of 3 days per week.