Here at Ooma we empower people to connect in smarter ways. We do this by creating powerful communication experiences through our cloud-based platform to bring people together at work and at home. Our solutions help small business owners stay connected with their customers and manage their businesses from anywhere. For larger companies we provide customized unified communications solutions to meet their unique needs. At home, we help our customers connect with their loved ones by providing the #1 rated VoIP phone service available. We also provide them with peace of mind through our innovative smart home security solution. At Ooma, all our products and services are priced competitively, because we believe advanced technology should be accessible to all.
About the Role:
The Billing Operations Specialist supports FluentStream’s Business Operations team by ensuring customers receive accurate, timely, and professional billing assistance. This role blends customer interaction, billing system accuracy, and operational coordination across multiple internal teams. In addition to direct customer support, the Billing Operations Specialist serves as a key partner to FluentStream’s Customer Account Managers by assisting with inquiries related to customer accounts, billing changes, and invoice‑related questions. The ideal candidate is detail‑oriented, comfortable managing a high volume of inquiries, and confident acting as the first line of defense when customers experience unexpected changes in their invoice totals, including tax updates, price adjustments, or usage‑based fluctuations.
What You’ll Do:
- Handle incoming billing cases across phone, chat, and email, ensuring accurate documentation and timely routing or resolution.
- Serve as the first point of contact for customers seeking clarity on tax increases, price changes, or variations in monthly charges.
- Provide real‑time support for urgent billing issues, payment questions, and account‑status concerns while maintaining a professional, service‑oriented approach.
- Process billing structure updates, including invoice consolidation, PO changes, and recurring invoice modifications.
- Review and audit customer accounts to explain charges, proration, historical billing, and invoice fluctuations (e.g., tax jurisdiction changes, updated pricing, usage‑based billing).
- Update billing contacts, invoice recipients, and account communication preferences.
- Assist customers with billing portal access, payment method guidance, and wire/ACH instructions.
- Respond to general billing inquiries, including balances, due dates, invoice copies, and usage‑based charges (e.g., international calling, cloud‑storage fees).
- Manage hardware‑related requests, including processing new device orders, coordinating returns, and updating account records.
- Utilize AI in a variety of ways day to day to create efficiencies, assist with analysis, as well as connect data sets to customer behaviors.
Experience We’re Looking For:
- 3-5 years of experience in billing operations, customer support, accounts receivable, or broader business operations
- Strong attention to detail and ability to interpret billing data.
- Excellent written and verbal communication skills.
- Ability to manage multiple cases in a CRM (Salesforce experience required).
- Comfortable working cross‑functionally with Finance, Support, and Operations.
- Problem‑solving mindset with a focus on accuracy, efficiency, and customer satisfaction.
What We Offer:
Working at Ooma means being a team player, while allowing your individual voice to come through. And, you'll receive competitive compensation, benefits and generous company perks.
- Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
- HMO, PPO’s or a PPO with a HDHP (including HSA, which Ooma helps fund)
- Employer Paid Income Protection Benefits (Basic Life and AD&D, Short- and Long-term disability)
- FSA Healthcare & Dependent Care
- Commuter Benefits
- Voluntary Accident, Critical Illness, Hospital Indemnity and Legal
- 401(k), including employer match, and Roth
- Employee Stock Purchase Plan (ESPP)
- Paid Time off, Sick Time, as well as corporate holidays observed
- Employee Assistance Program
- Life Balance benefits with Travel Assistance Services and Identity Theft
- Additional Benefits include a Discount Program, Credit Union, Medicare Assistance, etc
Ooma is an equal-opportunity employer committed to recruiting, employing, retaining, promoting, and otherwise treating all employees on the basis of merit, qualifications, and competence. We do not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local laws.
We may utilize AI-enabled tools during the hiring process, including for resume review, scheduling, and interview note-taking or transcription. These tools are used solely to support our hiring team; all employment decisions are made by human reviewers. Where interviews are recorded or transcribed, candidates will be notified in advance and their consent will be obtained.
The base salary range for candidates within the United States is listed below. Actual base pay will depend on a variety of factors such as education, skills, experience, specific location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may also be eligible for bonus(es), sales incentive(s) (target included in OTE) and/or stock in the form of Restricted Stock Units (RSUs).
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