Carrier Billing & Customer Service Operations Lead

Paycom - ATS; Tempe, Northern (AZ, KY); Hybrid; USD 62,000 - 81,000; Full time

Job summary

Paycom - ATS in Tempe, AZ seeks a Supervisor for Carrier Billing and Customer Service to build an emerging operation from the ground up. You will design SOPs, establish KPIs, and implement queue management, quality controls, and escalation paths for billing inquiries and exceptions.

You will coach the team, manage escalations with Finance/Operations/Product, and drive automation and reporting to stabilize the unit and reduce defects. Travel is up to 5%.

Qualifications

• Experience building or restructuring a carrier billing or customer-service function.
• Experience creating SOPs, training materials, process maps, or controls in a regulated environment.

Responsibilities

• Build and lead the carrier billing and customer service operating model, including intake and queue management.
• Create, document, and continuously improve SOPs, knowledge content, QA standards, and audit-ready controls.
• Define and monitor KPIs for SLA performance, quality, productivity, aging, and customer outcomes.
• Coach team members, establish routines, distribute work, and support onboarding and training.
• Own escalations and complex billing or customer issues with cross-functional partners.

Skills

Billing operations

Customer service ops

Team coaching

Operational reporting

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Jira

Google Workspace

Looker

Job description

Paycom - ATS in Tempe, AZ seeks a Supervisor for Carrier Billing and Customer Service to build an emerging operation from the ground up. You will design SOPs, establish KPIs, and implement queue management, quality controls, and escalation paths for billing inquiries and exceptions.

You will coach the team, manage escalations with Finance/Operations/Product, and drive automation and reporting to stabilize the unit and reduce defects. Travel is up to 5%.