Billing Support Manager

Responsibilities

APAC Shift

• Directly manage approximately 10 billing agents on the APAC shift, including queue monitoring, escalations, one-on-ones, quality assurance reviews, and scheduling.
• Own team performance metrics and coach agents to improve.
• Handle complex escalations involving refund edge cases, Stripe disputes, subscription issues, and product bugs.
• Ensure clean handoffs between shifts.

Organization-Wide Programs

• Design and maintain the quality assurance rubric, scoring guides, and calibration process across all shifts.
• Build and iterate on training for new hires and ongoing agent development.
• Own the escalation playbook, including tiers, response templates, and resolution-pattern tracking.
• Own the billing-agent hiring pipeline, including sourcing, screening, interviews, and offers.
• Coach Associate Managers on people management, performance conversations, and strategic thinking.
• Run performance calibration cycles and make recommendations on promotions, performance improvement plans, and exits.
• Represent billing operations in conversations with Product, Engineering, and Finance.
• Own billing support metrics, including time to resolution, customer satisfaction, quality assurance scores, reopen rates, and volume trends.
• Improve technical troubleshooting in training and quality assurance by helping agents investigate billing issues using logs, account state, and reproducible steps before escalating.

Requirements

• 7+ years of experience in customer support operations.
• At least 2 years in a management role overseeing leads or supervisors.
• Experience building operational programs from scratch, including quality assurance, training, and escalation processes.
• Track record of developing people, coaching promotions, managing underperformance, and running calibrations.
• Strong analytical skills with comfort using data, dashboards, and metrics to make decisions.
• Experience in high-growth environments where processes must be built rather than simply followed.
• Technical literacy and the ability to understand developer workflows and discuss common tools, basic debugging, and technical support issues.

Preferred Qualifications

• Billing or payments experience, including Stripe, subscription billing, refunds, or disputes.
• Experience with Cursor or similar AI-native developer tools.
• Experience supporting a developer-tools or SaaS engineering product involving technical investigation.
• Experience coaching agents to distinguish billing issues from product or engineering issues and document actionable reproduction steps.