FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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)
Benefits
Comp & perks- Work from home flexibility
- Opportunity for professional development
- Small, talent-dense team
- Spirited debate culture
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer support operationsperformance metricsQA processestraining program developmentescalation managementanalytical skillstechnical troubleshootingbilling processesdata analysisperformance calibration
Soft Skills
coachingpeople managementstrategic thinkingcommunicationproblem-solvingleadershipteam managementconflict resolutiondecision-makingadaptability