Billing Support Manager

Zoom • Denver, CO

1d

About The Position

The Billing Support Manager leads a global customer support team responsible for consistent, high-quality billing service across customer segments. The manager develops frontline billing agents through coaching and structured performance management, and drives operational excellence through data analysis, cross-functional partnership, and continuous process improvement. The role has direct responsibility for frontline billing agents and reports to the Head of Billing Support.

The Customer Support and Billing team is a global organization that provides around-the-clock support to Zoom customers and partners, spanning small businesses to Premier Services. The team resolves complex billing issues and aims to deliver exceptional customer experiences.

Requirements

• At least 2 years of experience in billing management, accounts receivable, or finance.
• Solid understanding of customer support metrics, coaching methodologies, and performance management frameworks.
• Experience managing customer escalations and complex issue resolution, preferably in a contact center environment.
• Strong verbal, written, and interpersonal communication skills.
• Bachelor's degree in a relevant field or equivalent experience.

Nice To Haves

• Experience in billing management, accounts receivable, or finance within a global organization.
• Familiarity with multi-platform workflows and tools such as Zuora, Salesforce, and ServiceNow.

Responsibilities

• Establish and enforce frontline billing agent schedules, work plans, and performance standards.
• Lead agents in handling customer billing inquiries across inbound and outbound phone, chat, and ticket channels.
• Oversee customer escalation processes and complex issue resolution workflows to ensure timely, high-quality outcomes.
• Implement standardized procedures for issue management and maintaining high customer satisfaction.
• Review escalated cases, identify handling gaps, and provide regular operational readouts and improvement findings to senior and executive leadership.
• Analyze support data and performance metrics to identify trends and track agent adherence to KPIs.
• Partner with Quality Assurance to address agent process compliance gaps and resolve performance deficiencies.
• Evaluate workflows and implement targeted improvements to enhance operational efficiency and customer outcomes.

Benefits

• Benefits and options intended to support physical, mental, emotional, and financial health.
• Work-life balance support.
• Opportunities to contribute to the community.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager