Senior Billing Escalations Agent

📋 Description

• Act as the primary point of contact for escalated, unresolved, or high-priority billing issues
• Review and triage escalations flagged by teammates, L1 agents, or other departments
• Coordinate cross-functionally with internal teams to route issues to the correct owner and ensure
• Investigate and resolve complex technical billing inquiries, including anomalous charges, proration
• Utilize ERP and billing software to trace historical transaction records, process adjustments, and
• Perform daily queue checks, monitor SLA compliance, and proactively address queue gaps or

🎯 Requirements

• Billing or Customer Support Escalations experience: 2 to 3 years (web hosting or SaaS subscription
• NetSuite (required): proven experience as an end user to navigate accounts, check invoices, and
• Salesforce (preferred): experience as an end user is a strong plus
• Zendesk (preferred): prior experience managing support tickets as an end user
• Slack (preferred): experience using Slack as a primary internal communication tool
• Technical Billing Knowledge: deep understanding of billing mechanics, including recurring

🎁 Benefits

• Competitive HMO coverage
• Additional 13th month pay
• Company-issued equipment
• Fully remote with a fast-paced, flexible working environment
• Focus on team member well-being, promoting a positive work-life balance
• Opportunity to work directly with and support a Senior Manager of Order to Cash Operations