Technical Support Manager, Billing

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

📋 Description

• Oversee and manage daily billing operations for multiple clients along with associated customer support inquiries.

• Collaborate directly with clients to fulfill operational SLAs, address complex technical challenges, rectify billing discrepancies, and troubleshoot API concerns.

• Review billing production workflows each weekday at 6:00 a.m. ET and collaborate with DevOps to identify and fix issues.

• Participate in a weekend on-call rotation from Friday 8:00 p.m. to Sunday 8:00 p.m. ET, approximately once every five weeks.

• Prepare and deliver precise, timely month-end reports for clients.

• Coordinate annual rate adjustments.

• Plan and conduct testing for rate modifications and Professional Services initiatives.

• Lead weekly live client meetings, assess service performance, address operational challenges, assign and monitor action items, and ensure follow-through.

• Build technical and business acumen regarding GridX products and address product-related inquiries.

• Document client feature requests and submit tickets to the Product team.

• Enhance operational processes and implement best practices.

• Assist customers and internal teams with software setup and product-related queries using CRM, ticketing, and monitoring systems.

• Manage Professional Services projects from inception to completion, including project planning, client calls, ticket tracking, and coordination with internal teams.

• Report directly to the Director of Technical Support.

⛳️ Requirements

• 5+ years of experience in technical support, customer operations, technical account management, or a comparable client-facing technical position.

• Background in the energy or utility sector, including familiarity with utility rate structures and billing processes.

• Proficient technical skills, including SQL for data investigation and troubleshooting REST APIs.

• Experience in planning and executing tests, including test plans, UAT, and tracking defects until resolution.

• Proven experience managing client-facing projects, including scope, timelines, and handling change requests.

• Adept at leading recurring live client calls, confidently presenting updates, issues, and next steps to stakeholders, and managing escalations.

• Strong analytical abilities.

• Exceptional communication skills.

• Excellent organizational and time management capabilities.

• Advanced IT&C knowledge and ability to quickly adapt to new software environments.

• Willingness to work across time zones and collaborate with offshore teams in a fast-paced start-up environment.

• Availability for a daily workflow check at 6:00 a.m. ET and participation in a weekend on-call rotation approximately once every five weeks.

• Consulting or professional services experience is preferred.

• Familiarity with utility billing or CIS systems is preferred.

• Experience with cloud environments and monitoring tools is a plus.

• Previous experience in a start-up environment is preferred.

• Experience in energy efficiency and program implementation is highly desirable.

• A keen interest in Clean Energy, Climate Change, Decarbonization, or Renewable Energy is a bonus.

• Must be eligible to work in the United States; employment visa sponsorship is not offered.

🏝️ Benefits

• Flexible PTO.

• Comprehensive Medical, Dental, and Vision Insurance.

• 401k Matching.

• Stock Options.

• Parental Leave.

• Opportunity to contribute to our clean energy future.