Turning billing complexity into customer trust - the day to day of a Billing Ops Coordinator

Every month, Alan’s Billing Ops Coordinators help make around €80 million in billing feel simple and reliable. Behind every invoice, they combine operational expertise, data, and automation to ensure customers are billed accurately and can trust the numbers.

Every month, Alan’s Billing Ops Coordinators help make around €80 million in billing feel simple and reliable for companies and members.

Behind every invoice are contracts, employee movements, coverage changes, payroll data, payments, internal tools, and customer questions. Billing Ops Coordinators make sure these moving parts work together, investigate issues when something goes wrong, and improve the systems behind each billing cycle.

A recent testimonial from an HR administrator whose company recently joined Alan captures the experience customers should have: “As an administrator, my experience with Alan was simple. Everything was clear and transparent. The integration between Alan and PayFit made day-to-day management more efficient.”

👉For customers, this simplicity is the result. Behind it, Billing Ops Coordinators work to make billing accurate, understandable, and reliable every month.

“Billing is one of the parts of Alan that every customer interacts with every month during the duration of their contract,” explains Syrine, Billing Ops Coordinator for Belgium and Spain.

👉Her role is to make sure Alan bills the right amount, to the right company, for the right service, at the right time. 

This includes monitoring payments and invoices, managing automated billing flows, handling refunds and credit notes, and supporting contracts throughout their billing lifecycle.

Jules works on DSN-based billing in France (💡DSN, short for “Déclaration Sociale Nominative”, is a monthly payroll declaration that Alan uses to update employee coverage and calculate billing). Jules has built queries and dashboards to flag setup and data quality issues before invoices are sent. This proactive approach helps the team prevent errors rather than correct them later. 

As a result, in one invoicing cycle for Alan’s largest entity, the team reduced billing anomalies from 1052 to 32, a 97% reduction in one month. That means smoother billing cycles for customers, and more time for coordinators to focus on higher-impact tasks.

👉That is the impact of Billing Ops: turning complex, recurring processes into billing that customers can trust.

Billing Ops works closely with Sales, Account teams, Care, Engineers, and Designers. Care brings the customer’s perspective. Billing Ops brings the account history and operational context. Engineers and Designers help turn recurring problems into better tools and processes.

Automation is also an important part of the role. Billing coordinators build dashboards, queries, and workflows to reduce repetitive work and detect issues earlier. 

👉One recent automation reduced a recurring task from more than five hours of manual work to around 30 minutes per month.

AI-assisted tools can also help structure investigations and prepare next steps, but human judgement remains essential. Coordinators still validate the data, understand exceptions, and decide how to handle situations that do not fit the standard process.

Accurate and understandable billing helps companies plan, reconcile invoices with payroll, and avoid unnecessary back-and-forth. For members, it means knowing that the amount debited from their account is correct. For both, our goal is the same: making complex financial information feel clear and dependable.

“Trust in the numbers is the product here” says Syrine. “When billing is boring for our customers, we have done our job”.

👉 If you enjoy turning messy questions into clear answers, spotting problems before they grow, and finding better ways of working, you might feel at home in Billing Ops.

Come join us and help make company billing feel effortless for the people who rely on it!