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Senior Billing Specialist - Chargebacks

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Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

Motive is looking for a Senior Billing Specialist, Chargebacks (L3) to join our Billing/Collections organization with a primary focus on chargebacks, payment disputes, and complex billing exception management. In this role, you will own the end-to-end dispute lifecycle across Card and ACH payments, partnering closely with Billing, Collections, Accounting, Customer Success, Sales, and Enterprise Systems to investigate root causes, mitigate financial loss, and improve the customer experience.

This is a high-impact finance operations role for someone who can operate independently, exercise strong judgment, and bring structure to ambiguous situations. You will be responsible not only for resolving disputes accurately and on time, but also for identifying patterns, strengthening controls, improving workflows, and helping scale a best-in-class billing and payments operation. The ideal candidate combines deep operational discipline with strong analytical skills, sound risk judgment, and a bias for process improvement.

What You'll Do:

  • Own the end-to-end lifecycle for card and ACH chargebacks and payment disputes, including intake, investigation, evidence gathering, representation, issuer response tracking, and final disposition
  • Manage dispute timelines and ensure all cases are submitted accurately and within network, processor, and banking deadlines
  • Analyze dispute drivers and payment-failure trends to identify root causes, reduce avoidable losses, and improve dispute win rates
  • Partner cross-functionally with Billing, Collections, Accounting, Customer Success, Sales, Order Management, and Enterprise Systems to resolve complex billing and payment issues
  • Review customer accounts, invoices, contracts, refunds, credits, cancellations, and payment history to support accurate dispute resolution and account remediation
  • Support complex billing scenarios, including enterprise invoicing, contract-specific terms, early terminations, billing adjustments, and held-to-contract fee validation
  • Perform reconciliations across disputes, refunds, credits, invoices, and payment activity to ensure accurate financial records and clean month-end close support
  • Maintain complete, audit-ready documentation for billing adjustments, dispute outcomes, refunds, write-offs, and related approvals in accordance with internal control requirements
  • Identify operational gaps and process breakdowns across billing and payments workflows, then recommend and help implement scalable fixes
  • Create and maintain SOPs, playbooks, and documentation for dispute handling, exception management, and billing controls
  • Produce recurring and ad hoc reporting on dispute volumes, resolution outcomes, loss trends, aging, and operational performance
  • Serve as a subject matter expert for chargebacks and payment disputes, helping train peers and elevate team standards across documentation quality, controls, and exe