Senior Billing Escalations Agent

Job not on LinkedIn

🔥 55 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

✨ Agent

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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LevelUp - WordPress Technical Support & Outsourcing

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

LevelUp is a company specializing in WordPress technical support and outsourcing services. Founded in 2017, LevelUp provides a range of services aimed at helping WordPress businesses succeed, including technical support and maintenance plans for WordPress sites, one-time fix services, and managed customer support for WordPress theme and plugin developers. They also offer white-label support packages for WordPress design agencies and assistance in building offshore teams to handle WordPress support and development. With a focus on reducing operational overheads, LevelUp helps businesses outsource their technical support needs, offering specialized talent to handle WordPress-related challenges efficiently. The company is based in the UK with a support office in Manila, Philippines.

📋 Description

• Act as the primary point of contact for escalated, unresolved, or high-priority billing issues • Review and triage escalations from teammates, L1 agents, and other departments • Determine whether to resolve issues independently or escalate them to leadership • Coordinate cross-functionally to route issues to the correct owner and ensure resolution • Support customer ticket and live chat volume during peak periods • Handle routine billing inquiries and complex customer requests • De-escalate frustrated customers with empathy and professionalism • Investigate and resolve anomalous charges, proration calculations, and plan or pricing discrepancies • Use ERP and billing software to trace transactions, verify subscriptions, and process adjustments or refunds • Perform daily queue checks and ensure tickets are logged, assigned, and routed correctly • Open and address scheduled daily tickets • Monitor SLA compliance and flag tickets trending toward overdue • Identify and address queue gaps and bottlenecks proactively • Administer cancellation policy exception requests • Support L1 representatives with billing questions in Slack • Follow up on open requests with internal departments • Keep managers and team leads updated on escalation status • Assist the Senior Manager of Order to Cash Operations with administrative and queue management needs

🎯 Requirements

• 2 to 3 years of dedicated Billing or Customer Support Escalations experience • Experience in a web hosting or SaaS subscription environment is highly desirable • Bachelor’s degree is preferred but not required • NetSuite experience is required • Salesforce experience is preferred • Zendesk experience is preferred • Slack experience is preferred • Deep understanding of recurring subscriptions, upgrades/downgrades, and complex manual proration calculations • Proven ability to defuse tense customer interactions over tickets or live chat • Exceptional administrative tracking skills and ability to monitor SLA timelines, organize incoming tickets, and answer peer questions in real time • Outstanding written and verbal English communication skills • Self-starter mindset and ability to work with minimal oversight • Flexibility to work the exact assigned schedule, including afternoon or night schedules • Ability to work Monday to Friday on US Central Time

🏖️ Benefits

• Fully remote position • Good work-life balance and respectful work environment • Philippines holidays • HMO • 13th month pay • Equipment provided • Standard 40-hour fixed-schedule work week