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Senior Billing Escalations Agent [2638-049925]

4 weeks, 1 day ago
Philippines
Full-time
Mid Level
Customer Support
Customer and Technical Support
NetSuite Salesforce
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LevelUp

LevelUp

LevelUp: WordPress specialists offering maintenance, development, and support plans for businesses. 21-day free trial available for product support and business growth.

Internet Software & Services
51-250
Founded 2017
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Description

  • Resolve escalated billing and customer issues directly or coordinate with internal teams through closure.
  • Guide Level 1 support representatives and take over complex or sensitive cases when needed.
  • Support live chat and ticket queues during peak-volume periods.
  • Investigate invoice discrepancies, billing-cycle issues, pricing errors, proration problems, and other technical billing concerns.
  • De-escalate frustrated customers using a calm, solutions-focused approach.
  • Manage daily support queues, including ticket assignment, scheduling, SLA tracking, and related administrative tasks.

Requirements

  • 4+ years of experience in customer support, billing, or escalations.
  • Experience handling high-priority or sensitive escalations as a primary point of contact.
  • Experience in live chat and/or ticket-based support environments; this role does not include calls.
  • Experience using NetSuite as an ERP system.
  • Experience with helpdesk software, preferably Zendesk or a similar platform.
  • Strong written and verbal English communication skills.
  • Ability to work independently and make decisions within established guidelines.
  • Experience supporting subscription-based products, including recurring billing, renewals, and plan changes (preferred).
  • Basic end-user experience with Salesforce or experience in web hosting or infrastructure-adjacent environments (preferred).

Benefits

  • Fully remote position with a fixed 40-hour work week.
  • Schedule aligned with US Central Time, typically 7:00 PM–4:00 AM Philippine Time, with potential transition to a 10:00 PM–7:00 AM shift.
  • Philippines holiday observance.
  • Health maintenance organization (HMO) coverage and 13th-month pay.
  • Company-provided equipment.

Interested in this position?

Apply directly on the company website

Apply Now

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