Billing Support Manager
Core
Lead a team of billing agents on the APAC shift and own org-wide programs to scale the billing operation for a developer tools company.
Role type
Senior IC billing support manager (operations)
Builds
Scalable billing support operations, QA frameworks, training programs, and escalation playbooks
Domain
Developer tools / SaaS engineering / Subscription billing
Deliverable
client delivery
Required skills
Customer support operations management, team coaching and performance calibration, operational program design, hiring pipeline management, complex escalation handling, technical troubleshooting literacy, data-driven decision making
Preferred skills
Billing/payments domain expertise (Stripe, subscriptions, disputes), experience in high-growth environments, familiarity with AI-native dev tools (e.g., Cursor), ability to coach on technical investigation
Technologies
Stripe, Git/GitHub, IDEs
Responsibilities
Directly manage ~10 billing agents on the APAC shift, design and maintain QA rubrics and scoring guides, build and iterate on training programs, own the escalation playbook and hiring pipeline, coach Associate Managers on people management, represent billing operations in cross-functional conversations, own org-wide billing support metrics
Seniority
Senior, hands-on IC with team leadership
