Billing Support Team Lead
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<p><strong>About the Role</strong></p><p>One of the fastest-growing AI startups in the United States is hiring a Billing Support Team Lead to build out the firm’s billing support function to resolve complex subscription, invoice, and payment questions via email. </p><p></p><p>In the role, you will actively answer tickets yourself, manage a small team of Support Associates, and partner directly with U.S. product and engineering leaders to refine processes, optimize tooling, and hit aggressive SLA targets. </p><p></p><p>This is a full-time (40+ hours) remote opportunity to work for a U.S. business that’s experiencing rapid growth. The company is willing to pay a premium and offer incredible growth opportunities for those who are excited to work for a generation-defining company at the forefront of AI research. </p><p></p><p><strong>About You</strong></p><p>Are you a smart and scrappy customer support leader? Do you have experience with accounting, billing and payments? We are seeking a dedicated Billing Support Team Lead who thrives in high‑growth, ambiguous environments. Ideally, you balance empathy for customers with a forensic eye for numbers. Coaching others energizes you, and you’re excited to build playbooks, teams, and processes from scratch. The ideal candidate is humble enough to dig into tickets and emails themselves, but also sharp enough to architect a system that prevents those issues at scale. </p><p></p><p><strong>Responsibilities </strong></p><ul> <li>Lead & coach a globally-distributed billing support team </li> <li>Own billing support SLA performance by monitoring backlog, triaging by ticket type, and responding to every customer in seconds </li> <li>Act as player‑coach by handling priority tickets, complex reconciliations, and high‑value customer issues when volume spikes</li> <li>Execute effective QA by reviewing workflows, flagging at‑risk replies, delivering actionable feedback.</li> <li>Recruit & onboard new Support Associates as company grows </li> <li>Work with U.S. engineering team to iterate Intercom inbox views, macros, and analytics </li> <li>Escalate pricing, accounting and Stripe billing issues to technical support engineers for product-level resolution </li> </ul><p><strong>Requirements</strong></p><ul><li>A solid track record of 5+ years in billing support, technical support, or white-glove customer support roles (ideally with U.S.-based clients or startups)</li></ul><ul><li>Escalations or Team Lead experience (you have led a team) </li></ul><ul><li>Proven track-record of exceeding CSAT scores, SLAs and QA targets </li></ul><ul> <li>Comfortable with ambiguity </li> <li>Familiarity with tools like Intercom, Stripe, Google Sheets, and AI tools </li> <li>Scrappy and independent worker (not afraid to wear many hats)</li> <li>Strong proficiency in English (at least C1 level), with excellent written communication skills</li> <li>Bachelor Degree or higher (summa, magna or cum laude and/or Academic Scholar from a reputable college preferred) </li> </ul><p></p><p><strong>Preferred Requirements</strong></p><ul> <li>Previous experience working with U.S. SaaS startups </li> <li>Familiarity with subscription billing, software payments, and/or accounting support</li> <li>Accounting, billing or finance background (CPA, bookkeeping, or accounting degree).</li> </ul><p><strong>Benefits</strong></p><ul> <li>Work From Home</li> <li>Training & Development</li> </ul>