Customer Support Manager, Billing

About the company

The company gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With the company, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, the company has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @thecompany.com addresses.

About the role

The Customer Support Manager – Billing will lead a global team responsible for ensuring seamless billing operations, high customer satisfaction, and timely resolution of billing-related queries. This role requires strong analytical, operational, and leadership skills to manage complex billing processes and drive continuous improvement in accuracy, efficiency, and customer experience. The manager will collaborate closely with Finance, Product, and Customer Success teams to ensure all billing touchpoints reflect transparency, compliance, and customer trust.

What you will do

• Lead and manage the Billing Support team to deliver high-quality customer support across multiple regions and time zones.
• Oversee all customer billing interactions, including invoicing, payments, refunds, adjustments, and credit memos.
• Design and implement scalable processes for billing issue resolution, SLA adherence, and escalation management.
• Monitor and analyze billing-related KPIs such as invoice accuracy, ticket turnaround time, CSAT, and dispute rate.
• Collaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gaps.
• Develop and maintain billing documentation, FAQs, and knowledge base articles to improve customer self-service.
• Train and mentor team members to enhance domain knowledge and problem-solving capability.
• Drive automation and system improvements to reduce manual interventions and improve billing accuracy.
• Ensure compliance with internal controls, financial policies, and data security standards.

What you will need

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• 8-10 years of experience in customer support or billing operations, with at least 3 years in a people management role.
• Strong understanding of billing workflows, SaaS/subscription billing models, and reconciliation processes.
• Proven ability to analyze data, identify trends, and implement process improvements.
• Excellent communication, leadership, and stakeholder management skills.
• Experience with CRM and billing systems (e.g., Salesforce, Zuora, NetSuite, Chargebee, or similar).
• Strong problem-solving and decision-making abilities under pressure.

Preferred Qualifications

• Experience in a SaaS, FinTech, or global customer support environment.
• Exposure to automation tools, AI-driven support, or analytics platforms (e.g., Zendesk, Looker, Power BI).
• MBA or relevant certification (e.g., PMP, ITIL, Lean Six Sigma).
• Strong cross-functional collaboration experience with Finance, Product, and Engineering teams.

Additional Information

The company is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, The company is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@thecompany.com

The company highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a The company office), the company considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.