Billing Support Team Lead
About the role
We are the fastest-growing AI company in the U.S., and we’re looking for a Billing Support Team Lead to build and lead our billing support function. In this role, you’ll manage a small team, handle complex subscription, invoice, and payment questions via email, and partner directly with our U.S. product and engineering teams to refine processes, improve tools, and ensure we meet ambitious SLA targets.
This is a full-time, remote role (40+ hours) with competitive pay and incredible growth opportunities for those excited to help build a generation-defining company at the forefront of AI.
About you
You’re a hands-on support leader with experience in accounting, billing, or payments. You thrive in fast-moving, high-growth environments, balancing empathy for customers with a forensic eye for detail. You enjoy coaching others, building systems from scratch, and you’re not afraid to jump in and handle tickets yourself when needed.
Responsibilities
- Lead and coach a globally distributed billing support team.
- Own SLA performance by monitoring backlog, triaging tickets, and ensuring fast, high-quality responses.
- Act as a player-coach by resolving priority tickets, handling complex reconciliations, and addressing high-value customer issues.
- Drive quality assurance through workflow reviews, feedback, and process improvements.
- Recruit and onboard new team members as we scale.
- Partner with engineering to enhance inbox views, macros, and analytics.
- Escalate pricing, accounting, and Stripe-related issues for product-level fixes.
- 5+ years in billing support, technical support, or high-touch customer support (ideally with U.S.-based clients or startups).
- Experience leading a team and managing escalations.
- Proven ability to exceed CSAT, SLA, and QA performance targets.
- Comfortable working in fast-changing, ambiguous environments.
- Skilled with tools like Intercom, Stripe, Google Sheets, and modern AI support tools.
- Self-starter with strong ownership and adaptability.
- Advanced English proficiency (C1+), with excellent written communication skills.
- Bachelor’s degree or higher (academic honors preferred).
Preferred
- Experience with U.S. SaaS or subscription-based companies.
- Knowledge of subscription billing, software payments, or accounting workflows.
- Background in accounting, billing, or finance (CPA, bookkeeping, or related degree a plus).
- Work From Home
- Training & Development
Average salary estimate
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