Billing Support Manager

About the role

We are looking for a Billing Support Manager to lead a team of billing agents on the APAC shift and own the programs and systems that enable our billing operation to scale. The role is remote, based in the Philippines, and reports to the Billing Manager while collaborating with other associate managers.

Key responsibilities

• Directly manage ~10 billing agents on the APAC shift, handling queue monitoring, escalations, 1:1 coaching, QA reviews and scheduling.
• Own team performance metrics, coach agents to improve, and ensure clean handoffs between shifts.
• Handle complex escalations such as refund edge cases, Stripe disputes, subscription issues and product bugs.
• Design and maintain a QA rubric, scoring guides and calibration process across all shifts.
• Build and iterate the training program for new hires and ongoing agent development.
• Own the escalation playbook, define tiers, create response templates and track resolution patterns.
• Manage the hiring pipeline for billing agents, from sourcing to offers.
• Coach associate managers on people management, performance conversations and strategic thinking.

Required profile

• 7+ years in customer support operations, with at least 2 years in a management role overseeing leads or supervisors.
• Proven experience building operational programs from scratch (QA, training, escalation processes).
• Track record of developing people, including coaching promotions and managing under‑performers.
• Billing/payments domain experience preferred (Stripe, subscription billing, refunds, disputes).
• Strong analytical skills, comfortable with data, dashboards and metric‑driven decisions.
• Experience in high‑growth environments where processes need to be created, not just followed.
• Technical literacy sufficient to discuss developer tools, Git/GitHub, IDEs and basic debugging.

Required skills

• Stripe
• Git
• GitHub
• IDE