Billing Analyst

Reconcile member invoices, payments, refunds, credits, and adjustments across billing & payments systems.

Investigate and resolve billing discrepancies to ensure accurate member account balances.

Review billing activity for completeness and accuracy and identify exceptions requiring investigation.

Process account adjustments, credits, refunds, and other billing-related transactions in accordance with company policies.

Support month-end billing validation activities and reconciliation efforts.

Ensure billing transactions and adjustments adhere to internal controls and company policies, and support audit and SOX compliance requirements

Research and resolve billing exceptions, including duplicate charges, missing invoices, failed payments, unapplied payments, and account discrepancies.

Investigate root causes of recurring billing issues and partner with internal teams on corrective actions.

Monitor exception queues to ensure outstanding items are resolved promptly.

Maintain documentation of billing issues, resolutions, and process improvements.

Serve as a Tier 2 escalation point for Member Services on complex member billing inquiries.

Analyze member account histories and billing activity to support issue resolution.

Consult with Member Services and Club Operations to investigate and resolve member billing concerns.

Provide guidance and advise on billing policies, account adjustments, and member account activity.

Reduce ticket volume by identifying process improvements and training opportunities to improve member experience.

Support testing and validation of billing system enhancements, releases, and process changes.

Assist with development and maintenance of billing procedures and operational documentation.

Contribute to special projects related to billing operations and system implementations.

Bachelor’s degree in Accounting, Finance, Business Administration, or related field preferred

1–3 years of experience in billing operations, financial operations, customer billing, or related functions

Experience researching and resolving transactional discrepancies and account-level issues

Experience with ticketing or case management systems such as Zendesk, Zoho Desk, or Salesforce to track, manage, and resolve member billing inquiries

Advanced Microsoft Excel skills

Strong analytical and problem-solving skills

Experience with billing platforms such as Zuora or similar subscription billing systems preferred

Experience supporting subscription-based or recurring billing environments preferred

Experience working with customer support or member service organizations preferred

Familiarity with payment processing and billing workflows preferred

Experience participating in system implementations, testing, or process improvement initiatives preferred

Exceptional attention to detail and ability to manage multiple priorities in a fast-paced environment

Excellent presentation and communication skills along with the ability to communicate effectively across all levels of the organization

Dedicated learner with a natural curiosity for consistent growth

Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment

Cooperative team player with an upbeat, positive, “can-do” attitude!

Planet Fitness cares about you and your well-being. We offer a comprehensive benefits package to eligible employees which includes the core medical, dental, vision, life and disability as well as supplemental accident, hospital and critical illness coverage options. In addition, we are proud to offer eligible employees a generous time off program (including volunteer time), childcare reimbursement, paid parental leave, pet care reimbursement, tuition reimbursement, free Black Card membership, learning and development programs and a whole host of engagement activities. We offer a 401(k) Plan with safe harbor employer matching and an employee stock purchase plan.This role is also eligible to participate in an annual corporate bonus incentive program based on company financial and personal performance.

The salary for NH-based and MA-based employees hired into this role will be aligned with the range below. This is a good faith estimate, and the amount of base salary will correspond with a candidate’s professional experience, qualifications and internal equity.

Annual Base Salary Range: $60,000-$75,000

Note to Applicants: We have been made aware of an increasing number of hiring fraud schemes across numerous platforms. Planet Fitness never requires advance payments of any kind for computer equipment or any other purpose at the start of employment. Any request for you to provide payment information during the application process is part of a fraud scheme. Further, we recommend that you do not provide sensitive personal information (SSN, DOB, driver’s license number) as part of the initial application process.