Senior Billing Escalations Agent

Company Overview

Level Up 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.

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:

• 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 escalated 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.

• 2 to 3 years of dedicated Billing or Customer Support Escalations experience (experience in a web hosting or SaaS subscription environment is…