Senior Billing Escalations Agent [2638-049925]

Company Overview

The company is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.

Position Overview

We're looking for a Senior Billing Escalations Representative to join our support team.

This role is the go-to point of contact for escalated billing issues, handling day-to-day escalations, and jumping into live chat and ticket queues during high-volume periods.  We're looking for someone who genuinely loves solving problems, who thrives under pressure, and who takes pride in making sure both customers and teammates feel heard and supported.

Reference: 2638-049925

Responsibilities

• Serve as the primary point of contact for escalated billing and customer issues, resolving them directly or coordinating with the right internal team until they're closed out

• Monitor requests and questions raised by Level 1 support reps and provide guidance, or step in directly when needed

• Jump into live chat and ticket queues during peak volume to support the broader team

• Investigate and resolve technical billing issues, such as invoice discrepancies, incorrect billing cycles, or pricing/proration errors, and other billing problems that require deeper troubleshooting

• De-escalate frustrated or dissatisfied customers while maintaining a calm, solutions-focused approach

• Own day-to-day queue management and light administrative tasks, including ensuring tickets are assigned correctly, opened on schedule, tracked against SLA, and so on.

Requirements

• 4+  years of experience in customer support, billing, or escalations

• Demonstrated experience handling escalations and acting as a point of contact for high-priority or sensitive issues

• Prior experience in a live chat and/or ticket-based support environment

• Experience working with Netsuite as an ERP system.

• Experience working with helpdesk software (Zendesk preferred or similar)

• Strong written and verbal English communication skills

• Comfortable working independently and making judgment calls within established guidelines

Nice to Have

• Experience supporting subscription-based products (recurring billing, renewals, upgrades/downgrades)

• Experience working with Salesforce at a basic, end-user level

• Background working at a web hosting company or in a similar hosting/infrastructure-adjacent role

More Information

• This is a fully remote position with a standard 40-hour fixed-schedule work week.

• Working Schedule - team member should support US Central time

• Monday - Friday; 7:00 PM – 4:00 AM Philippine Time to allow direct daily overlap with the Senior Manager.

• Potentially transition to a full US shift / Philippine Graveyard; 10:00 PM – 7:00 AM Philippine Time.

• Holiday Observance: Philippines Holidays.

• With HMO + 13th month pay

• Equipment provided