Senior Billing Escalations Agent [2638-049925]

LevelUp; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

LevelUp is seeking a highly skilled, meticulous, and proactive Senior Billing Escalations Agent to join an L1 Billing team, acting as a primary champion for customer satisfaction and financial accuracy by resolving complex billing inquiries.

This role supports the Senior Manager of Order to Cash Operations, balancing administrative tasks such as ticket assignment, queue management, Slack queries, and policy exception handling while tackling high-priority investigations.

Job description

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.