Supervisor, Carrier Billing and Customer Service

Lucie, Inc.; Tempe (AZ); 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

# Supervisor, Carrier Billing and Customer ServiceHot JobTrove Tempe AZ Office - Tempe, AZ 85288## OverviewSalary Range$61,851.00 - $81,180.00 Salary/yearPosition TypeFull TimeCategoryManagement## DescriptionThe Supervisor, Carrier Billing and Customer Service will build and run the operating structure for a developing carrier billing and customer service unit, not simply inherit a mature CS model. This role creates SOPs, KPIs, queue management routines, quality controls, escalation paths, and team expectations so inquiries, billing exceptions, reconciliations, and escalations are handled accurately and consistently. The Supervisor works with moderate independence within established policies, using data and judgment to prioritize work, coach the team, and turn an emerging function into a reliable, measurable operation.Primary Duties and Responsibilities 20% - 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. 20% - Create, document, and continuously improve SOPs, knowledge content, QA standards, and audit-ready controls for carrier billing and customer service workflows. 20% - Define, implement, and monitor KPIs for SLA performance, quality, productivity, aging, defect trends, and customer/carrier experience outcomes. 15% - Supervise and coach customer service team members; establish team routines, distribute work, provide feedback, and support onboarding and ongoing training. 15% - Own escalations and complex billing or customer issues, partnering with Finance, Operations, Product, Compliance, and external carrier contacts to resolve root causes. 10% - Identify process improvements, automation opportunities, and reporting needs that stabilize the unit, improve transparency, and reduce preventable defects. Compliance with all applicable laws and regulationsOther duties as assigned## Qualifications* 3+ years of experience 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 of experience 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.***Work experience:**** *Experience building or restructuring a customer service, billing operations, shared services, or carrier billing function from an early-stage or inconsistent operating model.** *Experience with Salesforce, Zendesk, Jira, Google Workspace, Looker, or similar CRM/ticketing/reporting tools.** *Experience managing quality assurance, call or ticket review, or operational audit controls.** *Knowledge of HIPAA and healthcare regulatory/compliance requirements.****Education:**** *Bachelor's degree or equivalent relevant experience.****Certification:**** *Customer service, process improvement, or project management certification.****Travel required?****Up to 5%***Pay Transparency** The base pay for this role in the Tempe, AZ office is: $61,851.00 - $81,180.00 annually. You are also eligible for employee benefits medical, dental, vision, life, and participation in the company 401(k) plan. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education, and experience.