[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png)](https://jobicy.com/company/levelup.md)Remote opportunity at[LevelUp](https://jobicy.com/company/levelup.md) # Senior Billing Escalations Agent Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/levelup.md)Share14 Sep 2026Published41Listing views1Application actions14 Oct 2026Apply before Opportunity details ## About this role. AI SummaryThis senior customer-support role manages complex billing escalations within a web-hosting or SaaS subscription environment. The agent investigates anomalous charges, subscription changes, proration, invoices, refunds, and pricing discrepancies using NetSuite and related support tools. The position also owns important queue-administration work, including ticket assignment, scheduled-ticket checks, SLA monitoring, peer support in Slack, and cancellation-policy exceptions. Success requires calm de-escalation, precise written communication, sound judgment on escalation paths, and independent follow-through across internal teams. It is a fully remote, fixed 40-hour role aligned to US Central Time, with evening or overnight hours in the Philippines. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role combines high-volume queue ownership with sensitive, technically detailed billing investigations that can affect customer trust and financial accuracy. It requires independent prioritization, accurate proration and transaction analysis, and effective de-escalation during urgent cases. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$71,000US market range$60k–$82k0$90k AI insightNo salary was disclosed, so these are estimated US-market annual base-salary figures in USD for a senior billing escalations/customer support specialist with SaaS billing, ERP, SLA, and queue-management responsibilities. Actual pay may differ substantially based on the Philippines-based hiring arrangement, shift requirements, benefits, and employer compensation structure. ## Core skills Skills and capabilities most closely associated with this opportunity. [Billing escalations](https://jobicy.com/jobs?search_keywords=Billing%20escalations.md)[Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[SaaS billing](https://jobicy.com/jobs?search_keywords=SaaS%20billing.md)[Subscription management](https://jobicy.com/jobs?search_keywords=Subscription%20management.md)[Proration calculations](https://jobicy.com/jobs?search_keywords=Proration%20calculations.md)[NetSuite](https://jobicy.com/jobs?search_keywords=NetSuite.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[SLA management](https://jobicy.com/jobs?search_keywords=SLA%20management.md)[Customer de-escalation](https://jobicy.com/jobs?search_keywords=Customer%20de-escalation.md) Sample interview questionsHow would you investigate a customer escalation involving an unexpected subscription charge?I would first review the account history, invoices, payment records, subscription events, and prior ticket conversations in the billing and support systems. I would verify the applicable plan, renewal date, upgrade or downgrade events, proration logic, and any approved exceptions before explaining the findings clearly and processing any justified adjustment or refund. What approach do you use to de-escalate an upset customer in chat or a support ticket? I acknowledge the customer’s concern, use calm and direct language, and avoid making assumptions or promises before confirming the facts. I explain what I am investigating, provide realistic timing for the next update, and focus on a clear resolution path while maintaining ownership of the case. How would you prevent SLA breaches when managing a busy billing queue? I would conduct structured queue reviews throughout the day, sort work by urgency and SLA risk, and ensure every ticket has an owner and next action. I would flag blocked cases early, follow up with dependent teams, and rebalance or escalate workload before tickets become overdue. Describe how you would handle a manual proration discrepancy after a customer changes plans mid-cycle. I would confirm the original plan price, new plan price, billing-cycle dates, effective change date, credits for unused service, and charges for the remaining period. I would compare the expected calculation with the system transaction history, correct any discrepancy through the approved process, and provide the customer with a concise explanation of the adjustment. When do you resolve a case independently versus escalating it to leadership? I resolve cases independently when policy, account history, and my authorization clearly support a safe outcome. I escalate when there is a material financial impact, policy ambiguity, system defect, legal or reputational risk, repeated customer harm, or an exception that exceeds my approval authority; in those cases, I provide a concise summary, evidence, and recommended next steps. Company Overview LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients. Position Overview We are seeking a highly skilled, meticulous, and proactive Senior Billing Escalations Agent to join an L1 Billing team. In this pivotal role, you will act as a primary champion for customer satisfaction and financial accuracy, expertly resolving complex, technical, and escalated billing inquiries. This role was specifically created to assist a Senior Manager of Order to Cash Operations with the critical administrative and queue management needs of the department. You will help balance day-to-day administrative operations—such as assigning tickets, ensuring scheduled daily tickets are properly opened, answering level 1 representative queries on Slack, and managing cancellation policy exception requests—while also tackling high-priority, complex billing investigations. Operating in a fast-paced web hosting environment, you will use your superior communication, analytical, and de-escalation skills to transform challenging customer experiences into positive outcomes. This is a highly autonomous role embedded in an existing team, where your proactive oversight of the queue and ability to self-direct will keep billing operations running smoothly. Reference: 2638-049925 ### Responsibilities * Act as the primary point of contact for escalated, unresolved, or high-priority billing issues. * Review and triage escalations flagged by teammates, L1 agents, or other departments. * Apply strong critical thinking and judgment to determine whether to resolve issues independently or escalate further to leadership. * Coordinate cross-functionally with internal teams to route issues to the correct owner and ensure follow-through to absolute resolution. * Step in to support customer ticket and live chat volume during peak periods or high-demand spikes. * Handle a blended mix of routine billing inquiries and highly complex customer requests. * De-escalate and support frustrated or upset customers calmly, with empathy, and high professionalism. * Build rapport, ensuring both customers and internal team members feel heard, supported, and valued. * Investigate and resolve complex technical billing inquiries, including anomalous charges, proration calculations, and plan or pricing discrepancies. * Utilize ERP and billing software to trace historical transaction records, verify subscriptions, and process accurate adjustments or refunds. * Perform daily queue checks to ensure all billing tickets are properly logged, assigned, and routed to the correct owners. * Ensure tickets scheduled to open on any given day are systematically opened and addressed. * Monitor SLA compliance proactively, flagging tickets trending toward overdue before they breach. * Proactively identify and address gaps or bottlenecks in the queue rather than waiting for direct instructions. * Administer cancellation policy exception requests and support L1 representatives with active billing questions in Slack. * Follow up persistently on open requests submitted to other internal departments to keep cases moving. * Keep internal stakeholders, including managers and team leads, updated on the status of ongoing escalations. * Communicate clearly and precisely to accurately interpret and resolve what customers or colleagues need. ### Requirements * 2 to 3 years of dedicated Billing or Customer Support Escalations experience (experience in a web hosting or SaaS subscription environment is highly desirable). * Bachelor’s degree is preferred but not required. * NetSuite (Required): Experience using NetSuite as an end user to navigate accounts, check invoices, or track transactions (process training will be provided for the custom instance). * Salesforce (Preferred): Experience as an end user is a strong plus, as the team is currently migrating toward Salesforce as its long-term target platform. * Zendesk (Preferred): Prior experience managing support tickets as an end user. * Slack (Preferred): Experience using Slack as a primary internal communication and rapid-response tool. * Technical Billing Knowledge: Deep understanding of billing mechanics, including recurring subscriptions, upgrades/downgrades, and complex manual proration calculations. * Escalation & De-escalation Mastery: Proven ability to defuse tense customer interactions over tickets or live chat, demonstrating empathy, patience, and clear, structured logic. * Proactive Queue Management: Exceptional administrative tracking skills; ability to monitor SLA timelines, organize incoming tickets, and answer peer questions in real-time. * Communication Skills: Outstanding written and verbal English communication skills, characterized by strong reading comprehension and clarity. * Autonomy & Proactivity: A self-starter mindset, comfortable working with minimal oversight to identify and resolve queue bottlenecks. ### More Information: * This is a fully remote position with a standard 40-hour fixed-schedule work week. * The exact work schedule depends on the client that you are assigned to, but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important. * We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment. * Work Hours: Monday to Friday, US Central Time. * Initial hours: 6:00 AM – 3:00 PM CDT (7:00 PM – 4:00 AM Philippine Time) to allow direct daily overlap with the Senior Manager. * Future potential: Transition to a full US shift / Philippine Graveyard (9:00 AM – 6:00 PM CDT / 10:00 PM – 7:00 AM Philippine Time). * Flexibility: No shift flexibility; candidate must be comfortable with these exact hours. * Holiday Observance: Philippines Holidays. * With HMO + 13th month pay * Equipment provided ### Compensation ### Additional Information Show more [Apply now >](https://jobicy.com/jobs/153269-senior-billing-escalations-agent.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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