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RulaRulaLos Angeles, CA

Billing Support Operations Manager

Lead Billing Support at Rula by driving change management, operational rigor, cross-functional alignment with FinOps/EPD/BPO partners, turning data into performance insights, diagnosing root causes, and building scalable workflows in a fast-paced mental healthcare startup. Requires 5+ years customer support and 3+ years people leadership experience.

116k – 130k/yr
Remote5+ YOERevenue Operations

About the role

Required Qualifications

  • 5+ years of customer support experience, particularly in a high-volume ticketing and/or regulatory environment
  • 3+ years of people leadership, guiding teams and upleveling individuals through ambiguity, change, or performance recovery in a billing support, healthcare operations, revenue cycle, or customer operations environment
  • Expertise in independently mapping processes, defining performance metrics (i.e. CSAT, Average Handle Time, First Touch Resolution, Quality Assurance, Call Abandon Rates, etc.), and building scalable workflows that improve operational efficiency and quality
  • Proficiency building or using dashboards, independently analyzing metric movement (i.e. Google Sheets/Excel, Looker, PowerBI, Tableau), to identify root causes, and communicating the performance story and recommended actions to senior stakeholders
  • Experience influencing cross-functional partners such as FinOps, EPD, Enablement, or BPO teams, especially when ownership is ambiguous and shared goals need to be created
  • Demonstrated resilience and adaptability, possessing the skills to navigate emotionally charged customer situations and thrive in a fast-paced, evolving environments

Preferred Qualifications

  • An Associate’s Degree or higher, and/or equivalent experience
  • Experience working directly with patient populations or in Health Care / Mental Health, and with a strong understanding of patient needs
  • Experience with multi-channel support teams (phone, email, chat)
  • Strong knowledge of CRM systems (i.e. Zendesk, Salesforce, JIRA) and/or similar tools that enable support teams to be successful

Benefits

  • 100% remote work environment with hours supporting healthy work-life balance (must be based in United States, not hiring in Hawaii)
  • Attractive pay and benefits with full transparency of pay ranges
  • Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA
  • 401(k) plan access
  • Generous time-off policies including 2 company-wide shutdown weeks each year
  • Paid parental leave for all parents
  • Employee Assistance Program (EAP)
  • Quarterly department stipend for team-building
  • Community and employee resource groups
  • Home office stipend and $50 monthly stipend for internet/cell
  • $50/month wellness stipend and year-round wellness initiatives

Skills

Customer Supportpeople leadershipprocess mappingperformance metricscsataverage handle timefirst touch resolutionquality assurancecall abandon ratesDashboardingLookerTableaupowerbiExcelcrm systems

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