We’re looking for a Customer Support Finance Analyst to join the Hopper Customer Service Vendor Management Operations team. In this role you will program manage and consult for all processes involving partner invoicing, in an Accounts Payable and Accounts Receivable capacity, working with stakeholders to ensure their accuracy, and making sure all are paid before the month is over.
The role encompasses three primary areas:Accounts Payable Processing: Hopper collaborates with a global network of Customer Support Vendors (BPOs) who submit monthly invoices requiring review and approval. The Analyst will extract data from various formats (spreadsheets, word documents, PDFs) with nonstandard formatting and generate comprehensive reports for different business units. Meticulous attention to detail and the ability to identify discrepancies are essential.
Accounts Receivable Allocation: Support costs are maintained in a dedicated general ledger and billed to various Hopper and HTS projects and partner companies. The Analyst will partner with Hopper finance to develop and implement defensible allocation strategies, collaborating closely with finance, workforce management, and senior leadership.
Customer Support Financial Consultant: Working under the guidance of CS leaders, the Analyst will serve as an external financial representative for Hopper and HTS. They will develop external financial models for BPO support, which will be utilized throughout the organization.
This position is fully remote but it requires a minimum of four hours of overlap with EST business hours (9 AM–5 PM).

MINIMUM QUALIFICATIONS:

• 2+ years of experience working with financial data within customer support operations
• Experience in billing, invoicing, or other finance-related activities
• Experience with common accounts payable concepts, practices, and procedures
• Impeccable attention to detail, even when handling large data sets
• Strong analytical and creative problem-solving skills, with extensive modeling experience
• Experience developing and managing large-scale data structures for business intelligence analytics using data modeling
• Experience developing, maintaining, and managing Excel- or Google Sheet-driven dashboards and analytics
• Proficiency in Google Suite and Tableau

PREFERRED QUALIFICATIONS:

• Experience with BPO financial modeling is an asset
• Experience in the Travel Industry is an asset
• Experience in Shared Service B2B Operations is an asset
• A degree in Business, Strategy, Finance, Math, Statistics, Economics, or other quantitative disciplines
• Advanced SQL skills for acquiring and transforming data
• Ability to build dashboards with informative visualization & impactful presentations to share insights and drive recommendations

• Develop and maintain reports, dashboards, reporting tools and structures to track key metrics
• Ensure the precision of vendor and supplier invoices to guarantee the prompt processing of invoices
• Act as a liaison with vendors, suppliers, and other external and internal customers, as necessary
• Maintain accurate files for effortless accessibility, utilizing automation whenever feasible
• Resolve invoice and payment discrepancies with accuracy and timeliness
• Identify and report errors and discrepancies within 7 days of invoice receipt
• Assume responsibility for developing scalable reporting and analytics solutions for BPO invoices, utilizing automation when possible
• Assume responsibility for developing defensible reporting and analytics solutions for the internal billing of customer support functions, utilizing automation when possible
• Analyze performance, identify internal and external trends from data, troubleshoot issues, identify new opportunities and address ad-hoc data requests
• Coordinate cost research and analytic activities utilizing various data points (unstructured and structured) and possess the ability to clean and organize the data
• Using multiple data sources, create reporting, performance monitoring tools, and dashboards for end users
• Possess advanced skills in extracting insights from data and clearly communicating them to stakeholders and senior management, both verbally and in writing, as required
• Develop and maintain reports, dashboards, reporting tools and structures to track key metrics