Remote opportunity at
LevelUpSenior Billing Escalations Agent
LevelUp operates as a specialized agency delivering outsourcing solutions including technical, operational, and back-office support to website owners, software vendors, and other agencies. The company is…
Career Tools
About This Role
LevelUp operates as a specialized agency delivering outsourcing solutions including technical, operational, and back-office support to website owners, software vendors, and other agencies. The company is currently hiring a Senior Billing Escalations Agent to support an L1 Billing team in a fully remote environment. This autonomous position centers on addressing complex and unresolved financial inquiries, managing administrative queues, and assisting a Senior Manager of Order to Cash Operations. The role…
Job Description
LevelUp operates as a specialized agency delivering outsourcing solutions including technical, operational, and back-office support to website owners, software vendors, and other agencies. The company is currently hiring a Senior Billing Escalations Agent to support an L1 Billing team in a fully remote environment.
This autonomous position centers on addressing complex and unresolved financial inquiries, managing administrative queues, and assisting a Senior Manager of Order to Cash Operations. The role is well-suited for an organized, self-directed professional with a background in handling difficult customer situations and navigating intricate billing structures.
Daily duties include auditing and triaging escalated tickets, balancing routine inquiries with high-priority investigations, and communicating across departments to ensure absolute resolution. The selected candidate will also help monitor service level agreements, manage cancellation exception requests, and provide real-time guidance to peers via Slack. Working hours span Monday through Friday on a fixed schedule aligned with US Central Time, with initial hours set from 6:00 AM to 3:00 PM CDT.
Responsibilities
- Handle escalated, unresolved, and high-priority billing issues as the primary point of contact
- Review, triage, and route tickets flagged by teammates or other departments
- Investigate technical billing problems involving anomalous charges, pricing discrepancies, and proration calculations
- Utilize ERP and billing software to examine transaction histories, verify subscriptions, and process refunds or adjustments
- Manage daily queue checks to ensure tickets are properly logged, assigned, and addressed
- Proactively monitor service level agreement compliance to prevent overdue tickets
- Process cancellation policy exception requests and support L1 representatives with Slack inquiries
- Assist with live chat and customer ticket volume during peak demand periods
- De-escalate frustrated customers calmly and professionally through structured logic and empathy
- Keep managers and internal stakeholders updated on the status of ongoing escalations
Requirements
- Two to three years of dedicated billing or customer support escalations experience
- Experience using NetSuite as an end user to navigate accounts, check invoices, or track transactions
- Deep understanding of billing mechanics including recurring subscriptions and manual proration calculations
- Demonstrated ability to defuse tense customer interactions over live chat or tickets
- Strong written and verbal English communication skills with high reading comprehension
- Commitment to a fixed Monday through Friday schedule operating in US Central Time
Qualifications
- Bachelor degree
- Experience in a web hosting or SaaS subscription environment
- End-user experience with Salesforce
- Prior experience managing support tickets in Zendesk
- Familiarity with Slack as a primary internal communication and rapid-response tool
Core Skills
Benefits
- HMO
- 13th month pay
- Equipment provided
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the posting explicitly states this is a fully remote position.
What are the working hours for this role?
The schedule is Monday through Friday, US Central Time. Initial hours are 6:00 AM to 3:00 PM CDT, with no shift flexibility permitted.
What software experience is required?
Candidates must have experience using NetSuite as an end user to navigate accounts, check invoices, or track transactions.
What is the salary for this position?
The posting does not specify a salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.