# Billing Support Manager

**Company:** [Cursor](https://hotfix.jobs/companies/cursor)
**Location:** Remote
**Role:** Customer Support
**Experience:** 7+ years
**Skills:** Customer Support Operations, People Management, Quality Assurance, Training Programs, Escalation Management, Billing Operations, Stripe, Subscription Billing, Refunds, Dispute Resolution, Data Analysis, Dashboards, Git/Github, Debugging, SaaS
**Posted:** 2026-06-08

> Leads the APAC billing support shift while owning organization-wide quality, training, escalation, hiring, and performance programs. Requires 7+ years in support operations, management experience, strong analytical ability, and technical fluency for developer-facing billing issues.

## Job Description

## 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.

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