Senior Billing Consultant

Job Summary

Owning complex customer escalations, the full-time Senior Billing Consultant will manage high-severity finance requests, coordinate cross-functional resources, and implement process improvements while working remotely from the US, excluding specific metro areas.

Key responsibilities

• Manage priority customer escalations end to end, including triage, action planning, and real-time status updates
• Lead cross-functional programs to enhance customer experience and standardize escalation workflows
• Analyze escalation themes to identify opportunities for process and workflow improvements

Required qualifications

• 4+ years of experience in Customer Success, Support Operations, or incident management with ownership of high-severity escalations
• Demonstrated success in leading cross-functional process-improvement programs
• Strong program and project management skills, managing multiple workstreams and stakeholders
• Bachelor's degree in Business, Operations, Engineering, or a related field, or equivalent practical experience
• Structured problem-solving skills with the ability to use data for decision-making and prioritization