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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
customer support operationsperformance metricsQA processestraining program developmentescalation managementanalytical skillstechnical troubleshootingbilling processesdata analysisperformance calibration
Soft Skills
coachingpeople managementstrategic thinkingcommunicationproblem-solvingleadershipteam managementconflict resolutiondecision-makingadaptability
Tools & Technologies
StripeGitGitHubdashboardsQA rubricperformance metrics toolstraining softwareescalation playbookbilling systemsdata analysis tools
Industry Keywords
billingpaymentssubscription billingrefundsdisputeshigh-growth environmentsoperational programscustomer satisfaction (CSAT)time to resolution (TTR)quality assurance (QA)
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