Billing Support Manager

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Cursor

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

Cursor is an AI-powered coding platform and IDE designed to make software developers extraordinarily productive. It combines AI-assisted autocompletion, agentic programming assistants, a CLI agent, and deep codebase indexing to help developers write, review, and refactor code faster. Cursor integrates with GitHub, Slack, and enterprise tooling, offers access to multiple large language models, and is positioned as a secure, enterprise-capable SaaS product used by professional teams.

📋 Description

• Directly manage ~10 billing agents on the APAC shift: queue monitoring, escalations, 1:1s, QA reviews, scheduling • Own your team's performance metrics and coach agents to improve • Handle complex escalations: refund edge cases, Stripe disputes, subscription issues, product bugs • Ensure clean handoffs between your shift and the next • Design and maintain the QA rubric, scoring guides, and calibration process across all shifts • Build and iterate on the training program for new hires and ongoing agent development • Own the escalation playbook: define tiers, create response templates, track resolution patterns • Own the hiring pipeline for billing agents: sourcing, screening, interviews, offers • Coach Associate Managers on people management, performance conversations, and strategic thinking • Run performance calibration cycles and make recommendations on promotions, PIPs, and exits • Represent billing operations in conversations with product, engineering, and finance • Own org-wide billing support metrics: TTR, CSAT, QA scores, reopen rates, volume trends • Raise the bar on technical troubleshooting in training and QA: help agents investigate billing issues with appropriate depth (logs, account state, repro steps) before escalating

🎯 Requirements

• 7+ years in customer support operations, at least 2 in a management role overseeing leads or supervisors • Experience building operational programs from scratch (QA, training, escalation processes) • Track record of developing people: coaching promotions, managing underperformers out, running calibrations • Billing/payments domain experience preferred: Stripe, subscription billing, refunds, disputes • Strong analytical skills: comfortable with data, dashboards, and making decisions from metrics • Experience in high-growth environments where process needs to be built, not just followed • Technical literacy: understand how developers work and speak comfortably about common tools and workflows (e.g. Git/GitHub, IDEs, basic debugging)

🏖️ Benefits

• Work from home flexibility • Opportunity for professional development • Small, talent-dense team • Spirited debate culture