Customer Support Manager, Billing

The Customer Support Manager – Billing will lead a global team responsible for ensuring seamless billing operations, high customer satisfaction, and timely resolution of billing-related queries. This role requires strong analytical, operational, and leadership skills to manage complex billing processes and drive continuous improvement in accuracy, efficiency, and customer experience. The manager will collaborate closely with Finance, Product, and Customer Success teams to ensure all billing touchpoints reflect transparency, compliance, and customer trust.

What you will do

• Lead and manage the Billing Support team to deliver high-quality customer support across multiple regions and time zones.
• Oversee all customer billing interactions, including invoicing, payments, refunds, adjustments, and credit memos.
• Design and implement scalable processes for billing issue resolution, SLA adherence, and escalation management.
• Monitor and analyze billing-related KPIs such as invoice accuracy, ticket turnaround time, CSAT, and dispute rate.
• Collaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gaps.
• Develop and maintain billing documentation, FAQs, and knowledge base articles to improve customer self-service.
• Train and mentor team members to enhance domain knowledge and problem-solving capability.
• Drive automation and system improvements to reduce manual interventions and improve billing accuracy.
• Ensure compliance with internal controls, financial policies, and data security standards.

What you will need

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• 8-10 years of experience in customer support or billing operations, with at least 3 years in a people management role.
• Strong understanding of billing workflows, SaaS/subscription billing models, and reconciliation processes.
• Proven ability to analyze data, identify trends, and implement process improvements.
• Excellent communication, leadership, and stakeholder management skills.
• Experience with CRM and billing systems (e.g., Salesforce, Zuora, NetSuite, Chargebee, or similar).
• Strong problem-solving and decision-making abilities under pressure.

Preferred Qualifications

• Experience in a SaaS, FinTech, or global customer support environment.
• Exposure to automation tools, AI-driven support, or analytics platforms (e.g., Zendesk, Looker, Power BI).
• MBA or relevant certification (e.g., PMP, ITIL, Lean Six Sigma).
• Strong cross-functional collaboration experience with Finance, Product, and Engineering teams.