Job Description
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, o
