About the role
The role combines people management with operational responsibility. You will coordinate the team’s workload, assist with complex billing cases, monitor service quality, and work closely with Finance, Sales, Account Management, Support, and other internal departments.
Key responsibilities
Lead, support, and develop a team of Billing Support Specialists.
Organize daily activities, assign tasks, and balance the team’s workload.
Monitor billing queues, response times, case resolution, and service-quality indicators.
Ensure that invoices, payments, credits, refunds, and billing adjustments are processed correctly.
Review and resolve complex or escalated billing enquiries.
Investigate discrepancies involving invoices, service charges, pricing, payments, and customer account balances.
Coordinate the resolution of billing issues with Finance, Sales, Account Management, Support, and technical teams.
Ensure clear, consistent, and professional communication with customers.
Conduct regular one-to-one meetings, performance reviews, and feedback sessions.
Support the onboarding, training, and professional development of team members.
Maintain and improve billing procedures, internal guidelines, templates, and knowledge base materials.
Identify recurring problems and introduce improvements to billing-support processes.
Participate in testing billing-system changes and new functionality.
Prepare reports on the team’s performance, workload, recurring issues, and operational risks.
Escalate system-related or financial issues to the appropriate department.
Support recruitment and participate in candidate interviews when required.
Promote accuracy, ownership, cooperation, and continuous improvement within the team.
Requirements
At least three years of experience in billing support, finance operations, accounts receivable, customer support, or a related area.
Previous experience leading, supervising, coordinating, or mentoring employees.
Good understanding of invoicing, payments, refunds, credit notes, and account reconciliation.
Experience working with billing platforms, CRM systems, ticketing tools, or financial software.
Strong numerical, analytical, and problem-solving skills.
High attention to detail and the ability to work accurately with financial information.
Ability to prioritize tasks and make decisions in time-sensitive situations.
Strong leadership, communication, and conflict-resolution skills.
Ability to explain billing matters clearly to customers and internal stakeholders.
Good command of written and spoken English.
Confidence working with spreadsheets and operational reports.
