Collections Specialist

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

This role supports Gong's continued growth by driving timely collections, reducing DSO, minimizing bad debt risk, and ensuring a positive customer experience while protecting cash flow.

The Collections Specialist partners with customers and internal teams to resolve billing and payment issues, accelerate cash collections, maintain accurate AR records, and support operational efficiency through process improvements and AI. The role also provides backup support for billing, sales order approvals, and payment applications, helping ensure business continuity and scalable growth.

• Manage inbound customer billing and payment inquiries through the Accounts Receivable shared mailbox and ticketing system, ensuring timely and professional responses.

• Proactively follow up on outstanding invoices and resolve payment delays while maintaining positive customer relationships.

• Research and resolve billing discrepancies, invoice disputes, purchase order issues, and payment questions by partnering with internal stakeholders.

• Prepare customer account reconciliations and statements upon request.

• Monitor customer billing portals, including invoice submission, payment status, and compliance with customer requirements.

• Collaborate with Sales, Revenue Operations, Legal, Customer Success, and Revenue Accounting to resolve billing and collection issues.

• Provide backup support for sales order approvals, invoice revisions, and billing operations during team coverage.

• Assist with payment application activities and research unapplied or misapplied cash as needed.

• Maintain accurate customer account records and document collection activities.

• Identify recurring issues and recommend process improvements to improve efficiency and customer experience.

• Leverage AI and automation tools to streamline communications, summarize account activity, and reduce manual administrative work while maintaining appropriate oversight.

• Assist with monthly reporting, audit requests, and other Accounts Receivable and Revenue initiatives.

• Contribute to the development and maintenance of standard operating procedures supporting a scalable Order-to-Cash process.

• 3+ years of experience in Accounts Receivable, Collections, Billing, or Order-to-Cash. • Experience collecting commercial customer accounts in a high-volume environment.

• Strong understanding of invoicing, collections, account reconciliation, and payment application concepts.

• Experience with ERP systems such as NetSuite, Oracle, SAP, or