Licensing Operations, & Financial Resolution Specialists

Location: Brazil (100% Remote or Hybrid for Serra Gaúcha or São Paulo residents)

Compensation Currency: Brazilian Real (BRL)

Contract: Permanent Full Time (CLT) - 42h/week

Role Purpose

This role ensures that customers receive the products, services, licences, and entitlements they have purchased - accurately and with minimal customer effort. The specialist resolves customer enquiries raised via Zendesk that relate to invoices, contracts in Salesforce, and related systems, acting as the operational owner for entitlement, billing, and data integrity matters within standard service levels.

Required Skills & Experience

Hands-on experience with Salesforce and NetSuite (the team's go-forward systems); willingness and ability to learn additional legacy systems as needed

Prior experience with a ticketing tool such as Zendesk is a plus but not required

High level of English, written and spoken - the role requires clear communication with global, internal stakeholders

Strong written communication skills and attention to detail

Comfortable working across multiple, sometimes unfamiliar, IT systems

Able to work under pressure and manage competing priorities

Strong team player who collaborates across Sales, Finance, Operations, and Support

Advanced English is a must.

Core Responsibilities Entitlement & Licensing Management

Accurately assign licences and service entitlements and rapidly activate new purchases

Manage upgrades, downgrades, renewals, and licensee transfers/reassignments

Monitor licence allocation and usage; identify under- or over-utilised licences

Verify customers have access to all products and services purchased; audit and reconcile entitlements

Resolve entitlement discrepancies and prevent access interruptions

Interpret contractual entitlement rights and validate product, support, and service eligibility

Ensure alignment between contracts, orders, invoices, and entitlement systems, including for complex enterprise agreements

Billing & Invoice Support

Own customer billing enquiries end-to-end via Zendesk tickets, from first response through resolution

Investigate disputed charges and resolve invoice discrepancies, explaining charges, credits, and taxes clearly

Raise credit note requests and provide first-level approval of credit notes raised by other areas

Validate contract pricing and entitlements against billing records

Handle invoice, statement, and contract copy requests

Data Quality & Master Data Management

Maintain the accuracy, completeness, and consistency of customer, billing, and entitlement records

Identify and resolve data discrepancies and remove duplicate records

Validate data against source systems (Salesforce, NetSuite, and other platforms) and contractual agreements

Coordinate master data updates across CRM, billing, licensing, and support platforms

Process changes in billing frequency, currency, and historical contract corrections

Reconciliation, Change & Escalation Management

Reconcile data between systems and investigate root causes of mismatches

Support customer mergers, acquisitions, and organisational/account hierarchy changes

Coordinate with Sales, Operations, Finance, and Technical Support on business-critical issues

Own priority investigation and escalation of entitlement and data issues within defined SLAs

Reporting

Contribute to entitlement summaries, licence position, and renewal/expiry reporting (with the BI team)

Support data quality scorecards, customer data health assessments, and root-cause reporting

Service Expectations

Proactive: Monitor upcoming expirations and data anomalies; flag gaps before they affect the customer

Accurate: Get entitlement and data changes right first time, with full traceability

Responsive: Provide timely, reliable resolution within standard SLAs

Transparent: Give clear visibility into issue status, ownership, and resolution