Billing Query & Resolution Manager

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

Title Billing Query & Resolution Manager

Location Hybrid / Lisbon

Contract Full time, Permanent

About us Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end‑to‑end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content.

Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end‑to‑end solutions. Our global presence allows us to provide world‑class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

Opened in 2025, our Lisbon Regional Operation Center has grown to over 50 employees within less than ten months, with ambitious plans to expand to 300 employees by 2027.

About the Role The Billing Query and Resolution Manager will lead and develop a 2 tier support team that handles all billing‑related customer enquiries and issues. The manager will drive triage, escalation, cross‑functional liaison (Finance, Sales Operations, Renewals, Data), SLA performance and continuous improvement of the billing enquiry and resolution process. The role will put customer focus at its core in terms of driving ownership and ensuring timely resolution of queries that result in positive customer experience and business outcome.

Key Responsibilities

Lead, coach and develop the Level 1 Billing Enquiries team and Level 2 Billing Resolution team.

Own the workflow for billing queries: from inbound contact → triage → correct team/owner → resolution → closure.

Ensure all queries (Level 1 and Level 2) 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 implementimprovements (automation, tooling, process simplification).

Manage and report on key metrics (e.G., 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, transparently and with ownership of outcome.

Skills and Experience

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;

experience with CRM/ERPsystems (such as Salesforce, NetSuite or equivalents) preferred.

Excellent stakeholder management and communication skills;

able to influenceacross 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.

Able to work in a fast‑paced and evolving environment while maintaining attention to detail and customer focus.

Working for us At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills — and we thrive when we work together with openness, trust, and respect.

Here, you'll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You'll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone — from every background — to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in — come join us.

Seniority level Mid‑Senior level

Employment type Full‑time

Job function Finance

Industries Software Development and IT System Custom Software Development

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