Senior Billing Escalations Agent

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Serve as the main contact for escalated, unresolved, or high-priority billing concerns.

• Assess and prioritize escalations from team members, L1 agents, and other departments.

• Decide whether to address issues independently or elevate them to leadership.

• Collaborate across functions to direct issues to the appropriate owner and ensure resolution.

• Assist with customer ticket and live chat volume during peak times.

• Manage routine billing inquiries as well as complex customer requests.

• Calm frustrated customers with empathy and professionalism.

• Investigate and resolve unusual charges, proration calculations, and discrepancies in plans or pricing.

• Utilize ERP and billing software to trace transactions, confirm subscriptions, and process adjustments or refunds.

• Conduct daily queue checks to ensure tickets are logged, assigned, and routed properly.

• Open and address scheduled daily tickets.

• Monitor SLA compliance and flag tickets that are approaching overdue status.

• Proactively identify and address gaps and bottlenecks in the queue.

• Manage cancellation policy exception requests.

• Provide support to L1 representatives regarding billing inquiries in Slack.

• Follow up on open requests with internal teams.

• Keep managers and team leads informed about the status of escalations.

• Assist the Senior Manager of Order to Cash Operations with administrative and queue management tasks.

⛳️ Requirements

• 2 to 3 years of specific experience in Billing or Customer Support Escalations.

• Experience in a web hosting or SaaS subscription setting is highly preferred.

• A Bachelor's degree is preferred but not mandatory.

• Proficiency in NetSuite is required.

• Familiarity with Salesforce is preferred.

• Experience with Zendesk is preferred.

• Knowledge of Slack is preferred.

• Comprehensive understanding of recurring subscriptions, upgrades/downgrades, and complex manual proration calculations.

• Proven capability to de-escalate tense customer interactions through tickets or live chat.

• Exceptional skills in administrative tracking, including the ability to monitor SLA timelines, organize incoming tickets, and respond to peer inquiries in real time.

• Excellent written and verbal communication skills in English.

• Self-motivated with the ability to work with minimal oversight.

• Flexibility to adhere to the assigned schedule, which may include afternoon or night shifts.

• Availability to work Monday to Friday on US Central Time.

🏝️ Benefits

• Fully remote position.

• Good work-life balance and a respectful work environment.

• Observance of Philippines holidays.

• Health Maintenance Organization (HMO) coverage.

• 13th month pay.

• Equipment provided.

• Standard 40-hour fixed-schedule work week.