Company
User Ops
BillingSupportManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Billing Support Manager. Skills: Billing operations, Program management, Team leadership. Manage ~10 billing agents. Monitor queue health”
What You'll Achieve.
Improve team performance; Improve agent performance
Industry & Context.
Troubleshoot issues; Investigate billing issues
What They're Looking For.
Must Have
7+ years customer support operations, 2+ years management role, Manage leads or supervisors, Built operational programs from scratch, Track record of developing people, Technical literacy
Nice to Have
Billing/payments domain experience, Analytical skills, Experience in high-growth environments, Used Cursor or similar AI-native dev tools, Supported developer tools / SaaS engineering product
What You'll Do.
Manage ~10 billing agents
Create agent schedules
Own team performance metrics
Coach agents to improve
Handle complex escalations
Manage refund edge cases
Manage Stripe disputes
Manage subscription issues
Ensure clean handoffs
Maintain scoring guides
Maintain calibration process
Build training program
Iterate training program
Own escalation playbook
Define escalation tiers
Create response templates
Track resolution patterns
Source billing agents
Screen billing agents
Interview billing agents
Coach Associate Managers
Run performance calibration cycles
Make promotion recommendations
Make PIP recommendations
Make exit recommendations
Represent billing operations
Raise bar on technical troubleshooting
Help agents investigate billing issues
How You'll Work.
Team & Collaboration
Work with Product; Work with Engineering; Work with Finance; Work with Associate Managers
Full Job Description
Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth-seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code. About the role 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. What you’ll do 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, screenin
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