About Us:

Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the United States by number of members and locations. We have over 2,700+ stores in 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia, and Spain. 90% of Planet Fitness stores are owned and operated by independent franchisees.

At Planet Fitness, our unique mission has always been to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment. And we’re proud of the amazing Planet Fitness team that supports our clubs and team members. They are comprised of dynamic, dedicated, and talented individuals who represent our values of integrity, transparency, passion, respect, and excellence (while having fun!) in everything they do.

Joining the PF family means being part of a company that cares about bettering the health and wellbeing of our communities. It means being a part of a supportive, engaging workforce with an inclusive culture that values diversity and creates an environment where everyone can feel they belong. It means encouraging professional growth and development. It means making true, lasting connections with your co-workers with celebrations, team building activities and engaging corporate events! It means creating a positive impact in our local communities through our Judgement Free Generation® philanthropic initiative. It means being part of a brand that you can be proud of!

For the past 30 years, we’ve helped millions of people in their fitness journey and revolutionized the industry along the way. And we’re just getting started!

Overview:

The Billing Analyst is responsible for supporting day-to-day member billing operations and ensuring the accuracy of billing transactions across Planet Fitness billing systems. This role focuses on invoice and payment reconciliation, billing exception management, member billing issue resolution, and support of Member Services escalations.

Working across Member Services, Operations, Accounting, and Technology, the Billing Analyst investigates billing issues, resolves discrepancies, and continuously improves the member billing experience. The ideal candidate is highly analytical, detail-oriented, and comfortable researching complex account-level issues in a fast-paced environment.

This role follows a hybrid schedule and requires regular, in-person work at our Hampton, NH or future Boston, MA office. Our hybrid model is M/T/W in office and TH/F are optional work-from-home. Candidates must reside within commuting distance of either office. Fully remote work is not available for this role.

Responsibilities:

Billing Operations & Reconciliation

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

Exception Management

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.

Member Services Support & Escalations

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.

System Support & Process Improvement

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.

Qualifications:

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!

Perks:

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.

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Billing Analyst