Billing Experience Lead (2-Tier Support)

Cyncly; Almada; Hybrid; EUR 60,000 - 80,000; Full time

Job summary

Cyncly is seeking a Billing Query & Resolution Manager to lead two-tier billing support in a hybrid Lisbon-based role. You will drive triage, escalation, and cross-functional collaboration to ensure timely, accurate billing resolutions and high customer satisfaction.

You will manage Level 1 and Level 2 teams, optimize workflows, monitor SLAs, and partner with invoicing, cash collections, and ERP systems to improve processes in a fast-moving environment.

Qualifications

• Proven experience managing a tiered enquiry/resolution team (Level 1/Level 2) ideally within finance, billing or shared services operations.
• Strong understanding of billing, invoicing and contract-management processes.
• Excellent stakeholder management and communication skills; able to influence across finance, sales, operations and technology teams.
• Analytical mindset with experience using data/metrics to drive process improvement.
• Strong leadership skills, with ability to develop team capability, manage performance and foster continuous improvement.

Responsibilities

• Lead, coach and develop the Level 1 Billing Enquiries team and Level 2 Billing Resolution team.
• Own the workflow for billing queries: inbound contact → triage → correct team/owner → resolution → closure.
• Ensure all queries meet agreed SLAs, quality standards and customer experience expectations.
• Partner with internal stakeholders — e.g., Invoicing, Cash Allocation, Collections, Sales Operations, CRM/ERP teams — to ensure seamless handoffs and consistent data and processes.
• Analyse query volumes, root-cause trends, escalation drivers and system/process issues; recommend and implement improvements.
• Manage and report on key metrics (resolution time, backlog, first-pass resolution rate, repeat queries, customer satisfaction) to Finance leadership.
• Support the implementation of enhancements to billing systems, CRM updates, enquiry management tools and process documentation.
• Foster a customer-centric mindset within the team, ensuring every billing interaction is handled professionally and with ownership of outcome.

Skills

Team leadership

Billing processes

Stakeholder mgmt

CRM/ERP awareness

Data-driven

Process improvement

Cross-functional influence

Tools

Salesforce

NetSuite

Job description

Cyncly is seeking a Billing Query & Resolution Manager to lead two-tier billing support in a hybrid Lisbon-based role. You will drive triage, escalation, and cross-functional collaboration to ensure timely, accurate billing resolutions and high customer satisfaction.

You will manage Level 1 and Level 2 teams, optimize workflows, monitor SLAs, and partner with invoicing, cash collections, and ERP systems to improve processes in a fast-moving environment.