Billing Support Manager

You will manage the APAC billing-support shift, including queue health, escalations, coaching, quality reviews, and scheduling. You will develop quality assurance, training, escalation, hiring, and performance-management programs. You will analyze billing metrics, handle complex payment and subscription issues, and partner with product, engineering, and finance.

Responsibilities

• Manage approximately 10 billing agents on the APAC shift
• Monitor queues, handle escalations, conduct one-to-ones, perform QA reviews, and manage scheduling
• Own team performance metrics and coach agents
• Handle complex refund, dispute, subscription, and product-bug escalations
• Maintain cross-shift handoffs
• Design and maintain QA rubrics, scoring guides, and calibration processes
• Build and improve new-hire and ongoing training programs
• Define escalation tiers, create response templates, and track resolution patterns
• Own the billing-agent hiring pipeline
• Coach Associate Managers
• Run performance calibration cycles and recommend promotions, PIPs, and exits
• Represent billing operations with product, engineering, and finance
• Own organization-wide billing-support metrics
• Improve technical troubleshooting in training and QA

Requirements

• 7+ years of customer support operations experience
• At least 2 years of management experience overseeing leads or supervisors
• Experience building QA, training, and escalation programs
• Experience developing people and managing performance
• Analytical skills using data, dashboards, and metrics
• Experience in high-growth environments
• Technical literacy with developer tools, workflows, and debugging
• Billing or payments experience with Stripe, subscription billing, refunds, or disputes preferred