Senior Billing Specialist - Chargebacks

About the Role:

Motive is looking for a Senior Billing Specialist, Chargebacks (L3) to join our Billing/Collections organization with a primary focus on chargebacks, payment disputes, and complex billing exception management. In this role, you will own the end-to-end dispute lifecycle across Card and ACH payments, partnering closely with Billing, Collections, Accounting, Customer Success, Sales, and Enterprise Systems to investigate root causes, mitigate financial loss, and improve the customer experience.

This is a high-impact finance operations role for someone who can operate independently, exercise strong judgment, and bring structure to ambiguous situations. You will be responsible not only for resolving disputes accurately and on time, but also for identifying patterns, strengthening controls, improving workflows, and helping scale a best-in-class billing and payments operation. The ideal candidate combines deep operational discipline with strong analytical skills, sound risk judgment, and a bias for process improvement.

What You'll Do:

• Own the end-to-end lifecycle for card and ACH chargebacks and payment disputes, including intake, investigation, evidence gathering, representation, issuer response tracking, and final disposition
• Manage dispute timelines and ensure all cases are submitted accurately and within network, processor, and banking deadlines
• Analyze dispute drivers and payment-failure trends to identify root causes, reduce avoidable losses, and improve dispute win rates
• Partner cross-functionally with Billing, Collections, Accounting, Customer Success, Sales, Order Management, and Enterprise Systems to resolve complex billing and payment issues
• Review customer accounts, invoices, contracts, refunds, credits, cancellations, and payment history to support accurate dispute resolution and account remediation
• Support complex billing scenarios, including enterprise invoicing, contract-specific terms, early terminations, billing adjustments, and held-to-contract fee validation
• Perform reconciliations across disputes, refunds, credits, invoices, and payment activity to ensure accurate financial records and clean month-end close support
• Maintain complete, audit-ready documentation for billing adjustments, dispute outcomes, refunds, write-offs, and related approvals in accordance with internal control requirements
• Identify operational gaps and process breakdowns across billing and payments workflows, then recommend and help implement scalable fixes
• Create and maintain SOPs, playbooks, and documentation for dispute handling, exception management, and billing controls
• Produce recurring and ad hoc reporting on dispute volumes, resolution outcomes, loss trends, aging, and operational performance
• Serve as a subject matter expert for chargebacks and payment disputes, helping train peers and elevate team standards across documentation quality, controls, and execution discipline

What We're Looking For:

•  2-3+ years of experience in billing, payments, accounts receivable, dispute operations, or a related finance operations function
• Hands-on experience managing chargebacks, payment disputes, or exception-based payment operations in a high-volume environment
• Strong understanding of billing operations, payment flows, refunds, credits, cancellations, and account reconciliation
• Demonstrated ability to investigate complex issues, assess risk, and drive cases to resolution with a high degree of accuracy and ownership
• Strong analytical skills with the ability to identify trends, connect operational issues to root causes, and recommend practical corrective actions
• Excellent written and verbal communication skills, with the ability to work effectively across finance, operations, and commercial teams
• High attention to detail and strong documentation discipline, especially in deadline-driven and controlled environments
• Proven ability to work independently, manage competing priorities, and perform well in a fast-paced, evolving organization
• Advanced proficiency in Excel and Google Sheets; comfort working across multiple systems and large operational datasets
• Experience with Zuora, Salesforce, payment processors, or ERP platforms is strongly preferred
• Experience in SaaS, fintech, payments, or a high-growth technology environment is a plus
• Bachelor’s degree in Accounting, Finance, Business, or a related field is a plus
• Availability to work US business hours, M-F 9am-6pm PT
• 2-3+ years of experience in billing, payments, accounts receivable, dispute operations, or a related finance operations function
• Hands-on experience managing chargebacks, payment disputes, or exception-based payment operations in a high-volume environment
• Strong understanding of billing operations, payment flows, refunds, credits, cancellations, and account reconciliation
• Demonstrated ability to investigate complex issues, assess risk, and drive cases to resolution with a high degree of accuracy and ownership
• Strong analytical skills with the ability to identify trends, connect operational issues to root causes, and recommend practical corrective actions
• Excellent written and verbal communication skills, with the ability to work effectively across finance, operations, and commercial teams
• High attention to detail and strong documentation discipline, especially in deadline-driven and controlled environments
• Proven ability to work independently, manage competing priorities, and perform well in a fast-paced, evolving organization
• Advanced proficiency in Excel and Google Sheets; comfort working across multiple systems and large operational datasets
• Experience with Zuora, Salesforce, payment processors, or ERP platforms is strongly preferred
• Experience in SaaS, fintech, payments, or a high-growth technology environment is a plus
• Bachelor’s degree in Accounting, Finance, Business, or a related field is a plus
• Availability to work US business hours, M-F 9am-6pm PT