Directly manage ~10 billing agents on the APAC shift: queue monitoring, escalations, 1:1s, QA reviews, scheduling
Own your team's performance metrics and coach agents to improve
Handle complex escalations: refund edge cases, Stripe disputes, subscription issues, product bugs
Ensure clean handoffs between your shift and the next
Design and maintain the QA rubric, scoring guides, and calibration process across all shifts
Build and iterate on the training program for new hires and ongoing agent development
Own the escalation playbook: define tiers, create response templates, track resolution patterns
Own the hiring pipeline for billing agents: sourcing, screening, interviews, offers
Coach Associate Managers on people management, performance conversations, and strategic thinking
Run performance calibration cycles and make recommendations on promotions, PIPs, and exits
Represent billing operations in conversations with product, engineering, and finance
Own org-wide billing support metrics: TTR, CSAT, QA scores, reopen rates, volume trends
Raise the bar on technical troubleshooting in training and QA: help agents investigate billing issues with appropriate depth (logs, account state, repro steps) before escalating

7+ years in customer support operations, at least 2 in a management role overseeing leads or supervisors
Experience building operational programs from scratch (QA, training, escalation processes)
Track record of developing people: coaching promotions, managing underperformers out, running calibrations
Billing/payments domain experience preferred: Stripe, subscription billing, refunds, disputes
Strong analytical skills: comfortable with data, dashboards, and making decisions from metrics
Experience in high-growth environments where process needs to be built, not just followed
Technical literacy: understand how developers work and speak comfortably about common tools and workflows (e.g. Git/GitHub, IDEs, basic debugging)

Billing Support Manager

Key skills