Billing Support Team Lead - TENTENS Tech

Billing Support Team Lead

This role involves end-to-end ownership of billing quality, ensuring the accuracy of decisions in working with refunds, chargebacks, fraud cases, and risks; monitoring the adherence to processes and standards; and building a system that maintains a high level of quality even with increasing workloads and product changes.

Responsibilities include:

• Quality improvement and process insight: Identifying systemic problems and root causes, conducting training and workshops to enhance expertise, updating and improving criteria, guides, and flows, and initiating optimization and preventive measures.
• Automation logic and hands-on optimization: Working on the logic of autoresponders, triggers, macros, autosort conditions, and analyzing processes before and after automation.
• AI exploration and practical use cases: Researching and implementing AI solutions in billing and QC processes, analyzing where AI can reduce manual workload, testing hypotheses and practical use cases, and assessing their impact and the measurable business effect of automation implementation.
• Technical roadmap contribution: Actively participating in forming the technical roadmap, describing technical requests to external teams, collaborating with analysts and developers, and actively participating in integration, API, and data logic issues.
• Cross-team collaboration: Regularly working with requests from various stakeholders: operations, product, tech, risk, finance.

You will influence:

• Quality and correctness of billing solutions in working with payments, refunds, chargebacks, and fraud cases.
• Building and scaling stable billing and QC processes as the workload and product grow.
• Prioritizing and developing automations that reduce manual work and increase team efficiency.
• Quality of internal flows, criteria, documentation, and quality control approaches.
• Team development in the QC direction.
• Effective interaction between Billing Ops, Product, Tech, Compliance, and Finance teams.
• Business results: reducing financial losses, errors, and escalations, improving customer experience.

What is important to us:

• Basic Knowledge of Billing & Payments : You have a basic understanding of how online payments work: payment flows, refunds, chargebacks, disputes, fraud cases, SLAs, and risks. You can see the process end-to-end and understand how individual decisions impact metrics, financial risks, and customer experience.
• People Management : You have at least 2 years of experience in people management and can work with a team: set expectations, provide regular feedback, conduct 1-1s, develop expertise, work with performance and complex cases.
• System Thinking & Result-Oriented Approach : You can identify inefficient processes, repetitive errors, and root causes, and propose process or technical changes that improve quality and reduce manual workload.
• Autonomy & Ownership : We expect a high level of responsibility and the ability to independently drive tasks: from problem identification to solution proposal and result monitoring. You don’t wait for clear instructions in every step and can make informed decisions within your area of responsibility.
• Comfortable in a Dynamic Environment : You can prioritize, quickly adapt, and maintain focus on quality even under pressure from deadlines.
• English Proficiency (B1+) Practical English at B1 level and above (speaking & writing).
• Cross-Functional Collaboration : You can build interactions with stakeholders across product, compliance, support, and tech.

Advantages:

• Previous experience in billing or payments.
• Proficient use of Zendesk, Notion, Google Sheets, and Tableau.
• Experience using AI tools (ChatGPT, NotebookLM, Zapier) to optimize business processes.

At SKELAR, we have built an environment for professional self-realization:

• SKELAR Platform : This is the operational core of the venture builder, helping founders quickly navigate from zero to one. Business teams focus on the product while 10+ teams within the Platform cover Legal, Finance, HR, Admin, Talent Acquisition, Employer Branding, IT, and more.
• Networking and Knowledge Sharing as Part of the Culture : Among our colleagues are co-founders who have launched multiple businesses, as well as the strongest specialists on the market. We have access to the necessary expertise at our fingertips.
• Exclusive Domain Education : We have created our own training programs for team members to choose from—ranging from a 2-month school for junior managers to intensive courses on AI and professional clubs for development, product management, etc.
• Impact on Systemic Support for Ukraine : We have a charitable foundation SKELAR foundation, created by the SKELAR team members themselves, which implements important social projects thanks to each employee. For example, we established the first accelerator in Europe for veterans and are forming a state-level support platform for veterans.
• Ecosystem for Productive Work : Spaces have been created for SKELAR team members that inspire results—with our own gym, rock climbing wall, Bali-style green areas, and libraries. In spaces where service, safety, and comfort are synchronized with the pace of team growth, we get a wow experience and work more effectively.

We will tell you more during our meeting-get-to-know-you.

We invite you to build the next big everything at SKELAR together!