Billing Operations Specialist - Customer & Hauler Experience

About the role

We're looking for a Billing Operations Specialist - Customer & Hauler Experience to own the relationship and resolution side of our billing operations. This is a senior individual contributor role, that is expected to operate independently with a strong sense of ownership. You are the escalation layer. Haulers with payment questions, customers with billing disputes, Zendesk tickets that need an actual human - that's yours. You'll manage our customer-facing billing queue, own SLA compliance on ticket resolution, and serve as the primary voice for billing-related issues that require judgment, relationship management, or a phone call. This role also carries order closing responsibility on a transitional basis as we build toward automation.

Responsibilities

• Hauler Escalation Management - Own hauler-facing billing escalations end to end. That means understanding the issue, knowing when to escalate vs. resolve, and being comfortable getting on the phone. You're the relationship, not just the ticket.
• Zendesk Queue Ownership - Manage inbound billing tickets across Zendesk. You own the SLA. You track what's aging, what's blocked, and what needs to be closed. Response time is a metric you're accountable for.
• Order Closing - Close open orders in our billing system as needed while automation builds out.
• Payment Method Coordination - Support haulers through our ACH and VCC payment processes. Understands the difference between payment types, can troubleshoot compliance issues, and knows when to escalate.
• Vendor & Internal Coordination - Partner with VR and Account Management to resolve rate mismatches, swap issues, and billing discrepancies that cross team lines.
• Documentation & SOP Adherence - Follows established billing SOPs and contributes to their improvement. If a process is broken, you say so with a proposed fix.
• What You Bring
• 3-5+ years in billing operations, accounts receivable, customer success, or a related role with direct customer/vendor-facing accountability
• Proven comfort on the phone - you initiate calls, you handle pushback, and you close issues verbally as readily as in writing
• Experience managing a ticketing queue or similar high-volume communication channel with measurable SLA accountability
• Strong organizational instincts - you track your own work, flag aging issues before they become problems, and don't need to be chased
• Ability to navigate ambiguity and make judgment calls without a manager in the room
• Clear, professional communication in both written and verbal form
• Proficiency in Excel or Google Sheets

Requirements

• Experience in a marketplace, logistics, or waste/hauling industry context
• Familiarity with Zendesk or similar ticketing systems
• Exposure to ACH, VCC, or B2B payment processing
• Experience in a startup or high-growth environment where process is still being built

Benefits

Additional Information

Sourgum is transforming the $100B+ waste and recycling industry through cutting-edge technology that makes waste removal simpler, smarter, and more cost-effective. Our innovative haulsourcing platform powers high-quality waste and recycling services for businesses at significantly lower costs-saving our customers an average of 20%. Leveraging proprietary datasets, an advanced operating system, and a carefully curated network of 5,000+ trusted vendors, we help companies of all shapes and sizes streamline their operations while advancing sustainability efforts. We're a fast-growing, venture-backed company (just closed our Series A!) on a mission to modernize an outdated industry - and we're just getting started. Our investors include Spark Capital, Founder Collective, Suffolk Technologies, 186 Ventures, and River Park Ventures, the same funds that backed category-defining companies like Slack, Anthropic, Uber, Venmo, and Amazon Pharmacy. If you're driven by the opportunity to build something groundbreaking, we'd love to meet you. The Team Sourgum's Billing Operations team sits at the center of a two-sided marketplace - we pay haulers and collect from customers, and doing both accurately and on time is what keeps the business running. The team operates at the intersection of Finance, Operations, and Customer Experience, and it moves fast. We're rebuilding this function with a higher ceiling. That means smaller headcount, more senior talent, and a direct line to leadership. Every person on this team owns a real scope - no hiding behind process, no waiting for direction.

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