Billing Support Manager

Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth-seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code.About the roleWe're looking for a Billing Support Manager to lead a team of billing agents on the APAC shift while also owning the programs and systems that make the broader billing operation scale. You'll directly manage ~10 agents on your shift (queue health, escalations, coaching, scheduling) AND own org-wide programs like QA frameworks, training, escalation playbooks, and hiring. You'll report to the Billing Manager and work alongside 3 Associate Managers who run the other shifts.This is a developer tools company: our users are engineers, and our billing team regularly troubleshoots issues that touch subscriptions, usage, and product behavior. You don't need to be an engineer, but you should be technically fluent enough to coach agents, review escalations, and work credibly with Product and Engineering. This is a remote role based in the Philippines.What you’ll doYour shift (APAC):Directly manage ~10 billing agents on the APAC shift: queue monitoring, escalations, 1:1s, QA reviews, schedulingOwn your team's performance metrics and coach agents to improveHandle complex escalations: refund edge cases, Stripe disputes, subscription issues, product bugsEnsure clean handoffs between your shift and the nextOrg-wide programs:Design and maintain the QA rubric, scoring guides, and calibration process across all shiftsBuild and iterate on the training program for new hires and ongoing agent developmentOwn the escalation playbook: define tiers, create response templates, track resolution patternsOwn the hiring pipeline for billing agents: sourcing, screening, interviews, offersCoach Associate Managers on people management, performance conversations, and strategic thinkingRun performance calibration cycles and make recommendations on promotions, PIPs, and exitsRepresent billing operations in conversations with product, engineering, and financeOwn org-wide billing support metrics: TTR, CSAT, QA scores, reopen rates, volume trendsRaise the bar on technical troubleshooting in training and QA: help agents investigate billing issues with appropriate depth (logs, account state, repro steps) before escalatingYou may be a fit if7+ years in customer support operations, at least 2 in a management role overseeing leads or supervisorsYou've built operational programs from scratch (QA, training, escalation processes)Track record of developing people: coached promotions, managed underperformers out, run calibrationsBilling/payments domain experience preferred: Stripe, subscription billing, refunds, disputesStrong analytical skills: comfortable with data, dashboards, and making decisions from metricsExperience in high-growth environments where process needs to be built, not just followedTechnical literacy: you understand how developers work and can speak comfortably about common tools and workflows (e.g. Git/GitHub, IDEs, basic debugging). You're not thrown by technical tickets or engineering conversationsBig plusYou've used Cursor or similar AI-native dev tools, or you've supported a developer tools / SaaS engineering product where tickets routinely involved technical investigationYou've coached agents on when an issue is billing vs. product vs. engineering, and how to document repro steps engineers can act on