Carrier Billing & Customer Service Ops Supervisor

Paycom; Tempe (AZ); On-site; USD 62,000 - 81,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan

Job summary

Paycom in Tempe, AZ is seeking a Supervisor, Carrier Billing and Customer Service to build and run the operating structure for a developing unit. You will create SOPs, KPIs, queue management, and escalation paths to ensure billing inquiries and exceptions are handled accurately and efficiently.

This leadership role requires 3+ years in billing or service operations, experience coaching a team, and proficiency with CRM/ticketing tools.

Qualifications

• 3+ years in billing operations, customer service operations, service operations, finance operations, or health insurance operations, including experience creating or improving SOPs, KPIs, or operational controls.
• 1+ years coaching, training, or leading a team, work queue, or operational workflow, including standing up or improving team routines.
• Experience defining or improving operational reporting/KPIs to track SLAs, quality, productivity, aging, or error trends.
• Experience resolving escalated billing, payment, reconciliation, account, or customer service issues.
• Experience creating SOPs, training materials, process maps, or controls in a regulated or compliance-driven environment.

Responsibilities

• Build and lead the carrier billing and customer service operating model, including intake, queue management, ownership expectations, escalation paths, and day-to-day coverage for billing inquiries and exceptions.
• Create, document, and continuously improve SOPs, knowledge content, QA standards, and audit-ready controls for carrier billing and customer service workflows.
• Define, implement, and monitor KPIs for SLA performance, quality, productivity, aging, defect trends, and customer/carrier experience outcomes.
• Supervise and coach customer service team members; establish team routines, distribute work, provide feedback, and support onboarding and ongoing training.
• Own escalations and complex billing or customer issues, partnering with Finance, Operations, Product, Compliance, and external carrier contacts to resolve root causes.
• Identify process improvements, automation opportunities, and reporting needs that stabilize the unit, improve transparency, and reduce preventable defects.
• Compliance with all applicable laws and regulations
• Other duties as assigned

Skills

Billing operations

Customer service operations

Coaching / Team leadership

SOPs / KPIs development

Operational reporting

Education

Bachelor's degree or equivalent relevant experience

Tools

Salesforce

Zendesk

Jira

Google Workspace

Looker

Job description

Paycom in Tempe, AZ is seeking a Supervisor, Carrier Billing and Customer Service to build and run the operating structure for a developing unit. You will create SOPs, KPIs, queue management, and escalation paths to ensure billing inquiries and exceptions are handled accurately and efficiently.

This leadership role requires 3+ years in billing or service operations, experience coaching a team, and proficiency with CRM/ticketing tools.