Senior Billing Escalations Agent

Company Overview LevelUp 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 are seeking a highly skilled, meticulous, and proactive Senior Billing Escalations Agent to join an L1 Billing team. In this pivotal role, you will act as a primary champion for customer satisfaction and financial accuracy, expertly resolving complex, technical, and escalated billing inquiries. This role was specifically created to assist a Senior Manager of Order to Cash Operations with the critical administrative and queue management needs of the department. You will help balance day-to-day administrative operations—such as assigning tickets, ensuring scheduled daily tickets are properly opened, answering level 1 representative queries on Slack, and managing cancellation policy exception requests—while also tackling high-priority, complex billing investigations. Operating in a fast-paced web hosting environment, you will use your superior communication, analytical, and de-escalation skills to transform challenging customer experiences into positive outcomes. This is a highly autonomous role embedded in an existing team, where your proactive oversight of the queue and ability to self-direct will keep billing operations running smoothly. Reference: 2638-049925 Responsibilities • Act as the primary point of contact for escalated, unresolved, or high-priority billing issues. • Review and triage escalations flagged by teammates, L1 agents, or other departments. • Apply strong critical thinking and judgment to determine whether to resolve issues independently or escalate further to leadership. • Coordinate cross-functionally with internal teams to route issues to the correct owner and ensure follow-through to absolute resolution. • Step in to support customer ticket and live chat volume during peak periods or high-demand spikes. • Handle a blended mix of routine billing inquiries and highly complex customer requests. • De-escalate and support frustrated or upset customers calmly, with empathy, and high professionalism. • Build rapport, ensuring both customers and internal team members feel heard, supported, and valued. • Investigate and resolve complex technical billing inquiries, including anomalous charges, proration calculations, and plan or pricing discrepancies. • Utilize ERP and billing software to trace historical transaction records, verify subscriptions, and process accurate adjustments or refunds. • Perform daily queue checks to ensure all billing tickets are properly logged, assigned, and routed to the correct owners. • Ensure tickets scheduled to open on any given day are systematically opened and addressed. • Monitor SLA compliance proactively, flagging tickets trending toward overdue before they breach. • Proactively identify and address gaps or bottlenecks in the queue rather than waiting for direct instructions. • Administer cancellation policy exception requests and support L1 representatives with active billing questions in Slack. • Follow up persistently on open requests submitted to other internal departments to keep cases moving. • Keep internal stakeholders, including managers and team leads, updated on the status of ongoing escalations. • Communicate clearly and precisely to accurately interpret and resolve what customers or colleagues need. Requirements • 2 to 3 years of dedicated Billing or Customer Support Escalations experience (experience in a web hosting or SaaS subscription environment is highly desirable). • Bachelor’s degree is preferred but not required. • NetSuite (Required): Experience using NetSuite as an end user to navigate accounts, check invoices, or track transactions (process training will be provided for the custom instance). • Salesforce (Preferred): Experience as an end user is a strong plus, as the team is currently migrating toward Salesforce as its long-term target platform. • Zendesk (Preferred): Prior experience managing support tickets as an end user. • Slack (Preferred): Experience using Slack as a primary internal communication and rapid-response tool. • Technical Billing Knowledge: Deep understanding of billing mechanics, including recurring subscriptions, upgrades/downgrades, and complex manual proration calculations. • Escalation & De-escalation Mastery: Proven ability to defuse tense customer interactions over tickets or live chat, demonstrating empathy, patience, and clear, structured logic. • Proactive Queue Management: Exceptional administrative tracking skills; ability to monitor SLA timelines, organize incoming tickets, and answer peer questions in real-time. • Communication Skills: Outstanding written and verbal English communication skills, characterized by strong reading comprehension and clarity. • Autonomy & Proactivity: A self-starter mindset, comfortable working with minimal oversight to identify and resolve queue bottlenecks. More Information: • This is a fully remote position with a standard 40-hour fixed-schedule work week. • The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important. • We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment. • Work Hours: Monday to Friday, US Central Time. • Initial hours: 6:00 AM – 3:00 PM CDT (7:00 PM – 4:00 AM Philippine Time) to allow direct daily overlap with the Senior Manager. • Future potential: Transition to a full US shift / Philippine Graveyard (9:00 AM – 6:00 PM CDT / 10:00 PM – 7:00 AM Philippine Time). • Flexibility: No shift flexibility; candidate must be comfortable with these exact hours. • Holiday Observance: Philippines Holidays. • With HMO + 13th month pay • Equipment provided Compensation Additional Information