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
Requirements
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