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Billing Support Manager
Remote role where the employee must remain based in a particular country.
Philippines only
Employer listed it 4 months ago · Added 4 days ago
Been open since 4 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Philippines only
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Other
This employer didn't state pay. Jobs like this usually pay around $80k–$155k a year, a typical range taken from 407 mid-level other roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Philippines. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Philippines, Remote"
- Job description states: "based in the Philippines."
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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 role
We'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 do
Your shift (APAC):
Directly manage ~10 billing agents on the APAC shift: queue monitoring, escalations, 1:1s, QA reviews, scheduling
Own your team's performance metrics and coach agents to improve
Handle complex escalations: refund edge cases, Stripe disputes, subscription issues, product bugs
Ensure clean handoffs between your shift and the next
Org-wide programs:
Design and maintain the QA rubric, scoring guides, and calibration process across all shifts
Build and iterate on the training program for new hires and ongoing agent development
Own the escalation playbook: define tiers, create response templates, track resolution patterns
Own the hiring pipeline for billing agents: sourcing, screening, interviews, offers
Coach Associate Managers on people management, performance conversations, and strategic thinking
Run performance calibration cycles and make recommendations on promotions, PIPs, and exits
Represent billing operations in conversations with product, engineering, and finance
Own org-wide billing support metrics: TTR, CSAT, QA scores, reopen rates, volume trends
Raise the bar on technical troubleshooting in training and QA: help agents investigate billing issues with appropriate depth (logs, account state, repro steps) before escalating
You may be a fit if
7+ years in customer support operations, at least 2 in a management role overseeing leads or supervisors
You've built operational programs from scratch (QA, training, escalation processes)
Track record of developing people: coached promotions, managed underperformers out, run calibrations
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Cursor, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 5d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open other roles with comparable remote rules.
Free to apply, no account needed.
Typically $80k–$155k · You'll be taken to the employer's careers page.