Billing & Collections Lead (MY - Mandarin Speaking)

Job description

# **Billing & Collections Lead (MY – Mandarin Speaking)** # ## **About Us** Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market, but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro is unique in that we are a profitable, largely self-funded start-up and have pursued a path to high-growth. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us [here](https://www.tarro.com/)! # **What We’re Looking For** We are seeking a **high-potential Bilingual (Mandarin/English)** Billing & Collections Lead that has **exceptional communications skills** with ability to breakdown complex concepts and processes to ensure optimal client billing experience and timely collection of outstanding AR balances. You will play a vital role in resolving billing disputes, driving adoption of preferred payment methods and constantly challenging the status quo to improve overall billing experience for both Tarro and our clients. Your ability to combine operational excellence with a client-centric mindset will directly contribute to Tarro’s financial health and customer satisfaction. **Characteristics:** - **Fast learners** -The ideal candidate is both willing and capable of quickly absorbing knowledge, including complex processes and tools. They should demonstrate the ability to apply learnings effectively in a dynamic environment. - **Adaptability in a fast-paced environment** - The candidate thrives under time pressure and can seamlessly adjust to shifting priorities and tight deadlines while maintaining high performance and focus. - **Collaborative Team Player** - The candidate must excel in teamwork, actively sharing insights, receiving constructive feedback, and working effectively with superiors, peers, and subordinates to achieve shared goals. - **Critical Thinking and Problem-Solving Skills** - The candidate demonstrates the ability to identify root causes of challenges, analyze situations logically, and implement the most appropriate and efficient solutions. - **Detail-Oriented and Committed to Excellence** - The candidate maintains a meticulous approach to data accuracy, ensuring high-quality work even when managing large datasets. They should take ownership of their tasks, show accountability for their outputs, and maintain a proactive attitude toward continuous improvement. - **Empathy and Customer-Centric Mindset:** - The candidate understands that their work directly impacts other team members (such as voice platform agents) and end customers. They must approach their tasks with empathy, striving to deliver tools and solutions that positively affect workflows and outcomes. - **Leadership & Coordination Skills -** Guides and motivates the team to meet goals while fostering a supportive and results-driven environment. ### **Proficiencies:** - **Excel/Google Sheets Proficiency -** The candidate must demonstrate strong proficiency in Excel and Google Sheets, including the ability to pass advanced Excel literacy tests and effectively handle data-related tasks such as sorting, filtering, and using formulas. - **Strong Computer Literacy** **-** The candidate should be highly comfortable with computers and capable of quickly adapting to various software and tools essential for day-to-day operations. - **Proficient in Mandarin and English -** Excellent English and Mandarin verbal and written communication skills to liaise with stakeholders - **Experience with ERP Systems and CRM/Case Management Tools -** Familiarity with accounting ERP systems such as Netsuite, SAP, Salesforce, or Intercom is essential. The candidate should have hands-on experience in using these tools to manage and resolve tasks efficiently. # **What You’ll Accomplish** ### **Accounts Receivable & Collections Ownership** - Proactively monitor client accounts to identify non-payment, delayed payments, and billing irregularities, and drive timely resolution. - Manage and execute end-to-end collections activities, ensuring receivables are collected in accordance with agreed payment terms. - Escalate high-risk or complex delinquent accounts and recommend appropriate resolution strategies. ### **Billing Dispute Resolution** - Investigate and resolve billing discrepancies and disputes by reviewing invoices, contracts, and payment records. - Resolve issues at first contact whenever possible, escalating complex cases with clear documentation and supporting details. - Ensure all cases are tracked and documented accurately in the ticketing system. ### **Client Communication & Support** - Serve as a primary point of contact for billing and payment inquiries, managing inbound and outbound communications professionally. - Provide clear guidance to clients on billing processes, payment methods, and invoice details to prevent recurring issues - Deliver a high level of client experience through timely, solution-focused communication ### **Cross-Functional Collaboration** - Act as a client advocate while coordinating with internal teams including Customer Success (CSM), Customer Operations (COS), and Operations. - Ensure internal follow-through on action items to fully resolve client billing issues. ### **Service Level & Performance Metrics** - Meet or exceed defined service level agreements (SLAs) for billing and payment inquiries. - Track and contribute to key AR and support metrics, including but not limited to: - Ticket resolution time - First Contact Resolution Rate - Collections Effectiveness Index (CEI) - Client Satisfaction Rate ### **Additional Responsibilities** - Assist with ad hoc accounting and AR projects, including reporting, system updates, and process optimization initiatives. # **About You** - Diploma or Bachelor’s Degree in Accounting, Finance, or a related field. - Fluent in Mandarin and English (written and spoken). - Willing to work U.S. hours (night shift) to support our U.S. client base. - Familiarity with ERP systems, accounting software, or ticketing systems. - Excellent communication and problem-solving skills. - Self-motivated, organized, and able to manage multiple priorities independently. - Startup DNA: Experience in a high-growth tech startup or a company with a known "writing culture" (e.g., Amazon, Stripe, Uber). - A roll-up-your-sleeves mindset and ability to wear multiple hats. # **Bonus Points** - Strong understanding of accounting principles and AR best practices. - Experience with US GAAP. - Experience with Netsuite, Intercom, Salesforce. - Experience working in a fast-paced, high-growth environment. *If you do not meet all the requirements listed above (which candidates rarely do), we still encourage you to apply.* *Tarro is committed to building a diverse and inclusive team that empowers small businesses to thrive. We welcome talent from all backgrounds — including but not limited to race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.*