Credit & Collections Manager - 67884708872

Role:  Credit & Collections Manager

Priority Location: Global

Working Hours: 9AM - 5PM  (Mon - Fri) EST 

Salary Range: $2,000 - $3,300 USD per month (The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)

Type of contract: Independent Contractor 

Type of job: Remote

About the Company:

Our client is a fast-growing e-commerce services company that helps online brands sell internationally. They support a large and growing base of merchants, and they are looking for a Credit & Collections Manager to take ownership of merchant billing and receivables.

About the Role: 

The invoices are more involved than a typical SaaS bill. One invoice can combine platform fees, carrier charges, and the duties and taxes paid on the merchant’s behalf. Merchants ask good questions about them, and they deserve fast, accurate answers.

You will be the dedicated owner of that conversation. You are the first and main point of contact for merchant billing and receivables: you explain invoices, resolve disputes, issue credits, manage credit exposure across the book, and keep collections on track. Think of it as customer support for billing, with real ownership of the receivables behind it.

What You Will Do:

Own the billing inbox

• Answer merchant questions on invoices, statements and payments by email, and by call when it helps. Typical questions: “Why is my credit not on this invoice?”, “Can I get a per-order breakdown?”, “What is this surcharge?”
• Build per-order breakdowns that show how each charge was calculated: platform fee, shipping, duties and taxes, and deferment fees.
• Explain in plain language how duties, VAT and sales tax flow through a merchant-of-record invoice, including what the shopper already paid at checkout.
• Track every inquiry in ClickUp from open to closed, and keep response times short.

Resolve disputes and issue credits

• Check disputed charges line by line against order, carrier and tax data. Confirm what is right, correct what is wrong.
• Approve and issue credit memos within policy, with a clear backup file for the merchant.
• Spot repeat issues across merchants and get the root cause fixed, so the same dispute does not come back next month.

Manage credit and delinquency

• Own credit across the full book: a large number of merchants and substantial receivables. Review and approve credit limits and payment terms for new and existing merchants, using the credit system and policy. You approve decisions up to six figures on your own authority.
• Own the delinquency tracker. Send reminders, confirm payments, agree payment dates, and follow each overdue account through to resolution.
• Apply holds and service-suspension notices according to policy.
• Refer accounts to the collections agency when they qualify, and track them to an outcome.

Keep payments running smoothly

• Help merchants set up and use the billing portal, including card and ACH collection through Stripe, and wire payments.
• Keep billing entities, contacts and payment details accurate.
• Work with the billing and accounting team on cash application, statements of account and month-end close in QuickBooks.

Work with product, engineering and data

• When an inquiry points to a system issue, such as tax calculated on the wrong price or an order billed twice, write it up clearly and work with the product manager and engineers until it is fixed.
• Confirm that fixes work on the next invoice, and that affected merchants are credited.
• Coordinate custom billing reports with the data team.
• Turn recurring questions into a written playbook and saved replies, and feed what you learn into the new billing system.

What You Bring:

Must Have

• 3 to 5 years in accounts receivable, credit and collections, or billing operations, ideally with a large number of business customers.
• Experience setting or reviewing customer credit limits and working on an aging report.
• Strong Excel or Google Sheets skills: lookups, pivot tables, and reconciling an invoice against order-level data.
• Clear, calm writing. You can explain a complicated charge in five sentences and hold a firm line on an overdue balance without damaging the relationship.
• Comfort with systems. You can tell a one-off error from a pattern, and describe a bug so an engineer can act on it.
• Ownership. You close the loop without being chased.
• Tools you will work in
• QuickBooks, the accounting system of record.
• Stripe, for card and ACH collection.
• ClickUp, for tracking inquiries and projects.
• Experience with these or close equivalents is expected.

Nice to Have

• Experience at a SaaS or other technology company, where billing runs through product systems. This is a big plus.
• Shopify experience.
• Background at a logistics company, freight forwarder, 3PL, parcel carrier, customs broker or payments company.
• Exposure to duties, VAT or sales tax on invoices.
• Basic SQL.
• Customer support experience in a technical or billing-heavy product.

What Success Looks Like:

• First 30 days: You know the fee types, invoice format and billing portal. You answer standard invoice questions on your own and have taken over the delinquency tracker.
• First 90 days: You own the billing inbox end to end. Disputes are resolved and credits issued within policy without escalation. Every merchant has a reviewed credit limit.
• First 180 days: Repeat inquiries are falling because root causes are being fixed. Overdue balances are trending down. The playbook you wrote is what the rest of the team uses.