Senior Billing Escalations Agent

About This Opportunity

Our client, a confidential web hosting and SaaS provider, has created a critical senior-level position to support their growing Order to Cash operations. We are representing them in the search for a Senior Billing Escalations Agent based in the Philippines who will serve as the primary champion for customer satisfaction and financial accuracy within their billing operations.

This is a highly autonomous role where you will expertly resolve complex, technical, and escalated billing inquiries while managing critical administrative and queue operations for the department. You'll work directly with senior leadership to ensure billing operations run smoothly, combining hands-on escalation management with proactive oversight of daily ticket workflows.

Responsibilities

• Act as the primary point of contact for escalated, unresolved, or high-priority billing issues 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
• 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
• Monitor SLA compliance proactively, flagging tickets trending toward overdue before they breach
• Administer cancellation policy exception requests and support L1 representatives with active billing questions in Slack
• De-escalate and support frustrated or upset customers calmly, with empathy, and high professionalism
• Step in to support customer ticket and live chat volume during peak periods or high-demand spikes
• Coordinate cross-functionally with internal teams to route issues and ensure follow-through to resolution
• Keep internal stakeholders updated on the status of ongoing escalations with clear, precise communication

What We're Looking For

• 2 to 3 years of dedicated Billing or Customer Support Escalations experience (experience in a web hosting or SaaS subscription environment is highly desirable)
• NetSuite experience required: Must have experience using NetSuite as an end user to navigate accounts, check invoices, or track transactions
• Salesforce experience preferred: Experience as an end user is a strong plus
• Zendesk experience preferred: Prior experience managing support tickets
• Slack experience preferred: Comfortable using Slack as a primary internal communication tool
• Deep understanding of billing mechanics, including recurring subscriptions, upgrades/downgrades, and complex manual proration calculations
• Proven ability to defuse tense customer interactions, demonstrating empathy, patience, and clear, structured logic
• Exceptional administrative tracking skills and ability to monitor SLA timelines and organize incoming tickets
• Outstanding written and verbal English communication skills with strong reading comprehension
• Self-starter mindset, comfortable working with minimal oversight to identify and resolve queue bottlenecks
• Bachelor's degree preferred but not required
• Schedule flexibility required: Must be comfortable working US Central Time hours with no shift flexibility

Work Arrangement

• Location: Philippines (fully remote)
• Employment Type: Full-time, 40-hour fixed-schedule work week
• 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)
  • Potential future transition to full US shift: 9:00 AM – 6:00 PM CDT (10:00 PM – 7:00 AM Philippine Time)
• Holiday Observance: Philippines Holidays
• Benefits: HMO + 13th month pay; equipment provided

How We Work With You

As your recruiting partner, Get A Job.ai will guide you through the entire placement process. When you apply through our platform at getajob.ai, one of our experienced recruiters will screen your qualifications and experience. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through our talent team to ensure the best possible experience for you.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Employment Opportunity: Get A Job.ai is committed to creating an inclusive recruiting process. We welcome applications from candidates of all backgrounds and experiences.