LevelUp via Lever

Senior Billing Escalations Agent [2638-049925]

senior Manila

still open verified 1d ago posted 1d ago checked 1h ago

Apply at jobs.lever.co

This is the employer's own posting, not a copy on a job board.

What we know

Is it still open?

Confirmed still open

Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.

We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.

Check this listing's status as JSON

How old is it?

Posted 1d ago

The date the source published, not the day we noticed it (2026-09-14). Last seen at its source 1h ago.

Is it remote?

Marked remote on the employer's board

Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.

Who may apply?

Manila

The description states no restriction of its own. This is the source's own tag.

Pay not stated

Similar roles pay A$2,012–2,438/mo

Middle 50% of 10 listings that do state pay — Finance · Senior · Philippines · AUD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.

Skills named in the ad

Escalation ManagementNetSuiteSLASalesforceTicketingTroubleshootingZendesk

Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.

Carried by 1 source

lever employer's own board first seen 1d ago · last seen 1h ago

The listing

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're looking for a Senior Billing Escalations Representative to join our support team.
This role is the go-to point of contact for escalated billing issues, handling day-to-day escalations, and jumping into live chat and ticket queues during high-volume periods. We're looking for someone who genuinely loves solving problems, who thrives under pressure, and who takes pride in making sure both customers and teammates feel heard and supported.

Reference: 2638-049925

Responsibilities

Serve as the primary point of contact for escalated billing and customer issues, resolving them directly or coordinating with the right internal team until they're closed out

Monitor requests and questions raised by Level 1 support reps and provide guidance, or step in directly when needed

Jump into live chat and ticket queues during peak volume to support the broader team

Investigate and resolve technical billing issues, such as invoice discrepancies, incorrect billing cycles, or pricing/proration errors, and other billing problems that require deeper troubleshooting

De-escalate frustrated or dissatisfied customers while maintaining a calm, solutions-focused approach

Own day-to-day queue management and light administrative tasks, including ensuring tickets are assigned correctly, opened on schedule, tracked against SLA, and so on.

Requirements

4+ years of experience in customer support, billing, or escalations

Demonstrated experience handling escalations and acting as a point of contact for high-priority or sensitive issues

Prior experience in a live chat and/or ticket-based support environment (calls are not part of this role)

Experience working with Netsuite as an ERP system.

Experience working with helpdesk software (Zendesk preferred or similar)

Strong written and verbal English communication skills

Comfortable working independently and making judgment calls within established guidelines

Nice to Have

Experience supporting subscription-based products (recurring billing, renewals, upgrades/downgrades)
Experience working with Salesforce at a basic, end-user level
Background working at a web hosting company or in a similar hosting/infrastructure-adjacent role

More Information:

This is a fully remote position with a standard 40-hour fixed-schedule work week.

Working Schedule - team member should support US Central time

Monday - Friday; 7:00 PM – 4:00 AM Philippine Time to allow direct daily overlap with the Senior Manager.

Potentially transition to a full US shift / Philippine Graveyard; 10:00 PM – 7:00 AM Philippine Time.

Holiday Observance: Philippines Holidays.

With HMO + 13th month pay

Equipment provided