Billing Support Manager (SaaS)

TL;DR

Billing Support Manager (SaaS): Leading a team of billing agents on the APAC shift and owning scalable billing programs with an accent on queue health, escalations, and operational frameworks. Focus on designing QA rubrics, improving technical troubleshooting, and coordinating between support and engineering teams.

Location: Remote based in the Philippines

Company

AI-native developer tool company focused on automating coding through inventive research and engineering.

What you will do

• Directly manage ~10 billing agents on the APAC shift, overseeing queue monitoring, coaching, and scheduling.
• Handle complex billing escalations, including Stripe disputes, refund edge cases, and product bugs.
• Design and maintain org-wide QA frameworks, scoring guides, and calibration processes.
• Build and iterate on training programs for new hires and ongoing agent development.
• Own the hiring pipeline for billing agents, including sourcing, screening, and interviewing.
• Represent billing operations in cross-functional conversations with product, engineering, and finance teams.

Requirements

• 7+ years in customer support operations, with at least 2 years in a management role overseeing leads or supervisors.
• Proven experience building operational programs from scratch (QA, training, escalation processes).
• Strong track record of developing people, managing underperformers, and running calibrations.
• Technical literacy: Ability to speak comfortably about developer tools, Git/GitHub, IDEs, and basic debugging.
• Must be based in the Philippines.

Nice to have

• Experience in the billing/payments domain, specifically with Stripe and subscription billing.
• Experience using hirify.global or similar AI-native developer tools.
• Background supporting developer tools or SaaS engineering products.

Culture & Benefits

• Flat organizational structure with a small and talent-dense team.
• Culture that values truth-seeking, passion, creativity, and spirited debate.
• Fast-paced environment focused on shipping code and exploring crazy ideas.