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Billing Advocate

Hybrid, 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 City and requires full English fluency.

Apollo.io is seeking a Billing Advocate to join our Customer Support team. In this role, you will be the primary point of contact for billing-related inquiries — handling refunds, cancellations, subscription renewals, invoice discrepancies, and payment questions, while adhering to established workflows and company policies.

Your attention to detail, billing system proficiency, and commitment to customer satisfaction will be critical to maintaining trust and accuracy in Apollo's financial operations.

This is an IC role reporting to the Account Advocate Team Lead.

Responsibilities

  • Handle billing inquiries, refund requests, cancellation requests, invoice discrepancies, and payment-related questions via email, chat, and phone — ensuring timely, accurate, and policy-compliant responses.
  • Process subscription renewals, cancellations, and refunds in compliance with Apollo's billing policies and workflows.
  • Provision customer accounts based on signed contracts, ensuring correct feature access and configuration from day one.
  • Investigate and resolve billing discrepancies, working with Finance and Sales teams when cross-functional input is required.
  • Maintain detailed, audit-ready records of billing interactions, decisions, and resolutions in Apollo's CRM.
  • Escalate complex or ambiguous cases with complete context — reproduction steps, evidence, and attempted mitigations — following defined escalation paths.
  • Identify and flag recurring billing issues, customer friction points, and process gaps to the Team Lead.
  • Educate customers on invoicing, payment methods, and subscription plans to minimize confusion and disputes.
  • Adopt and use approved AI tools, macros, and templates to improve the speed and consistency of case handling.

Required Qualifications

  • 2+ years of experience in billing support, accounts receivable, customer support, or financial operations, preferably in SaaS or B2B software.
  • Familiarity with subscription billing models, invoicing, payment processing, and refund handling.
  • Experience working in CRM and billing tools such as Salesforce, Stripe, Intercom, or comparable systems.
  • Ability to interpret basic contract terms and apply billing logic consistently.
  • Strong Excel or Google Sheets skills for data validation and basic reporting.
  • Full English fluency required.

Preferred Qualifications

  • Hands-on experience with Stripe, Spotdraft, Salesforce, or Intercom.
  • Basic understanding of SaaS provisioning, user access management, or subscription lifecycle workflows.
  • Exposure to cross-functional billing coordination with Finance, Sales, or Customer Success teams.
  • Familiarity with tax compliance basics (VAT, sales tax) or global billing operations.

 

 

 

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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