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Customer Support - Billing Advocate

Office, Mexico City

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.

The Role

The Billing Advocate position is open to residents of Mexico and requires full English fluency.

Apollo.io is seeking a detail-oriented and customer-focused Billing Advocate to join our Support Team. In this role, you will be the primary point of contact for all billing-related inquiries, ensuring seamless financial operations for our customers. You will handle refunds, process cancellations and renewals, resolve invoicing discrepancies, and answer payment-related questions, all while adhering to established workflows and company policies. 

Additionally, you will manage the provisioning of customer accounts, ensuring new clients receive the correct software configuration as outlined in their signed contracts. Your expertise in billing systems, attention to detail, and commitment to customer satisfaction will be critical in maintaining trust and efficiency in Apollo’s financial operations.

Responsibilities

  • Serve as the primary point of contact for all billing-related inquiries via email, chat, and phone, ensuring timely and accurate responses.
  • Process refunds, cancellations, and subscription renewals in compliance with company policies.
  • Investigate and resolve billing discrepancies, working closely with Finance and Sales teams when necessary.
  • Accurately provision customer accounts (instances) based on signed contracts, ensuring proper feature access and configuration.
  • Maintain detailed records of billing interactions and resolutions in Apollo’s CRM.
  • Collaborate with Sales, Customer Success, and Engineering teams to ensure smooth onboarding and account updates.
  • Identify and escalate recurring billing issues to improve processes and reduce customer friction.
  • Educate customers on invoicing, payment methods, and subscription plans to minimize confusion and disputes.
  • Stay up-to-date on product pricing, billing policies, and compliance requirements.
  • Uphold Apollo’s core values by delivering exceptional, empathetic, and efficient service.

 

Skills

  • Strong analytical and problem-solving skills with a keen eye for detail.
  • Proficiency in billing and contract systems (e.g., Stripe, Spotdraft) and CRM platforms (e.g., Salesforce).
  • Ability to interpret contracts and apply billing logic accurately.
  • Excellent verbal and written communication skills, with a customer-first approach.
  • Comfortable working with cross-functional teams to resolve billing and provisioning issues.
  • High level of organization and ability to manage multiple tasks efficiently.

 

Required Qualifications

  • 2+ years of experience in billing support, accounts receivable, or financial operations, preferably in SaaS or B2B software.

  • Familiarity with subscription billing models, invoicing, and payment processing.

  • Experience with CRM and billing software (e.g., Salesforce, Stripe, QuickBooks).

  • Strong Excel/Google Sheets skills for data validation and reporting.

Preferred Qualifications

  • Basic understanding of SaaS provisioning and user access management.

  • Experience working with Sales and Customer Success teams to align on contract terms.

  • Knowledge of tax compliance (VAT, sales tax) and financial regulations in global markets.

We are AI Native

Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

Why You’ll Love Working at Apollo

At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.

We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you. 

Learn more here!

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