Remote Senior Billing Escalations Specialist

Embedded Shishya

Philippines

On-site

PHP 670,000 - 1,004,000

Full time

14 days+

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Benefits offered by this job

HMO + 13th month pay

Equipment provided

Job summary

LevelUp is a specialist agency delivering outsourcing solutions with a focus on technical, operational, and back-office support. We seek a Senior Billing Escalations Agent to champion customer satisfaction and financial accuracy, resolving complex billing inquiries within a fast-paced hosting environment.

You will balance administrative queue management, ticket routing, and escalation handling while collaborating with cross-functional teams.

Qualifications

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.
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.

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.