About Hearth

Hearth is on a mission to empower America's small business professionals to build growing, profitable companies. In a $600B/year fragmented market where 50-80% of home services companies fail within five years, we're building the essential operational financial infrastructure to power the next generation of small businesses.

Current Metrics:

• $26M Annual Recurring Revenue (ARR)
• 30%+ Year-over-Year Growth
• 12,000+ Contractors Served
• $4B+ Annual Transaction Volume

The Opportunity
As a Billing Specialist focused on refunds, you'll serve as the first line of contact for customers requesting subscription cancellations and refunds. Your mission is to provide clarity, professionalism, and consistency across all refund interactions, whether through email or phone. This role requires excellent communication, empathy, and precision when navigating sensitive billing concerns. You will be critical in representing Hearth’s brand, ensuring fair outcomes for both the business and the customer.

Why This Role Matters
Refund requests are often the final point of contact for a customer. How we manage them reflects our values and impacts both brand reputation and customer lifetime value. This role is ideal for someone who takes pride in resolving issues with accuracy and fairness, can manage tough conversations calmly, and is excited to be part of a company that is changing an entire industry.

What You’ll Do

• Handle Refund Requests: Serve as the primary point of contact for refund-related inquiries through inbound calls and email tickets
  
  
• Policy Navigation: Clearly explain Hearth’s billing policies and renewal terms in a way that is transparent and customer-focused
  
  
• Assess Eligibility: Evaluate refund requests in accordance with internal policies and escalate edge cases as needed
  
  
• Maintain Accuracy: Ensure all customer accounts are accurately updated in Salesforce and Recurly with detailed notes and proper categorization
  
  
• Resolve Issues Promptly: Work cross-functionally with the Customer Success, Support, and Finance teams to address complex billing questions or exceptions
  
  
• Contribute to Process Improvement: Identify trends and provide feedback to improve our billing and communication processes
• Support Revenue Retention: When appropriate, identify opportunities to retain customers through tailored offers or concessions, in collaboration with the Retention team

What We’re Looking For

• 2+ years of experience in billing operations, finance support, customer service, or a related role
  
  
• Excellent written and verbal communication skills, especially in high-pressure conversations
  
  
• Experience handling inbound billing and refund inquiries with professionalism and consistency
  
  
• Strong attention to detail, accuracy, and follow-through
  
  
• Familiarity with Salesforce, Recurly, or similar platforms
  
  
• Ability to remain calm and composed during escalated conversations
  
  
• Confidence working independently and making judgment calls within policy guidelines
• A mindset focused on customer fairness and company sustainability

Benefits

• Mission-driven, values-based culture.
• Competitive pay.
• Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup

More About Us
Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.