Billing Support Manager

We're looking for a Billing Support Manager to lead a team of billing agents on the APAC shift while also owning the programs and systems that make the broader billing operation scale. You'll directly manage ~10 agents on your shift (queue health, escalations, coaching, scheduling) AND own org-wide programs like QA frameworks, training, escalation playbooks, and hiring. You'll report to the Billing Manager and work alongside 3 Associate Managers who run the other shifts.

This is a developer tools company: our users are engineers, and our billing team regularly troubleshoots issues that touch subscriptions, usage, and product behavior. You don't need to be an engineer, but you should be technically fluent enough to coach agents, review escalations, and work credibly with Product and Engineering. This is a remote role based in the Philippines.

Your shift (APAC):

• Directly manage ~10 billing agents on the APAC shift: queue monitoring, escalations, 1:1s, QA reviews, scheduling
• Own your team's performance metrics and coach agents to improve
• Handle complex escalations: refund edge cases, Stripe disputes, subscription issues, product bugs
• Ensure clean handoffs between your shift and the next

Org-wide programs:

• Design and maintain the QA rubric, scoring guides, and calibration process across all shifts
• Build and iterate on the training program for new hires and ongoing agent development
• Own the escalation playbook: define tiers, create response templates, track resolution patterns
• Own the hiring pipeline for billing agents: sourcing, screening, interviews, offers
• Coach Associate Managers on people management, performance conversations, and strategic thinking
• Run performance calibration cycles and make recommendations on promotions, PIPs, and exits
• Represent billing operations in conversations with product, engineering, and finance
• Own org-wide billing support metrics: TTR, CSAT, QA scores, reopen rates, volume trends
• Raise the bar on technical troubleshooting in training and QA: help agents investigate billing issues with appropriate depth (logs, account state, repro steps) before escalating

You may be a fit if

• 7+ years in customer support operations, at least 2 in a management role overseeing leads or supervisors
• You've built operational programs from scratch (QA, training, escalation processes)
• Track record of developing people: coached promotions, managed underperformers out, run calibrations
• Billing/payments domain experience preferred: Stripe, subscription billing, refunds, disputes
• Strong analytical skills: comfortable with data, dashboards, and making decisions from metrics
• Experience in high-growth environments where process needs to be built, not just followed
• Technical literacy: you understand how developers work and can speak comfortably about common tools and workflows (e.g. Git/GitHub, IDEs, basic debugging). You're not thrown by technical tickets or engineering conversations

Big plus

• You've used Cursor or similar AI-native dev tools, or you've supported a developer tools / SaaS engineering product where tickets routinely involved technical investigation
• You've coached agents on when an issue is billing vs. product vs. engineering, and how to document repro steps engineers can act on