L1 Billing - Support Team Lead

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 looking for a L1 Billing Support Team Lead with excellent communication and leadership skills to oversee a growing team of 10 to 15 Level 1 Billing Support Agents.

You will be responsible for ensuring the team delivers world-class support to web hosting customers via live chat and email. 

Your team will be responsible for helping customers with processing payments and billing issues, account access issues, modifying plans and add-ons, processing cancellations and refunds, updating account information and questions about different pricing plans available to customers.

• Lead a team of 10 to 15 Level 1 Billing Support Agents in their daily operations handling live-chat and email support.
• Track KPIs such as CSAT, Average Handle Time, First Contact Resolution, and Chat Acceptance Rate, using them to guide team improvements and individual coaching.
• Ensure that team objectives, management expectations, and core processes are clearly communicated to the team and followed by all.
• Regularly conduct quality checks to uphold high standards of service and recognize outstanding contributions.
• Instil a strong remote-work ethic in the team by promoting a disciplined approach to remote work, focusing on productivity, punctuality, and proactive communication.
• Equip the team with the necessary tools and resources for success, removing roadblocks and streamlining processes to ensure efficiency.
• Manage team attendance, shift-times & schedules to ensure optimal coverage. 
• Create performance reports to share with management as necessary.

• 4-5 years of experience leading a customer support team, preferably handling billing related queries.
• Strong leadership and team management skills, capable of coaching, mentoring and providing constructive performance feedback.
• Analytical and problem-solving skills with attention to detail.
• Excellent interpersonal communication skills and a positive, can-do attitude.
• A team player with a supportive and friendly attitude, always willing to assist teammates.
• Experience with help desk tools like Help Scout, Intercom, Freshdesk, or Zendesk.
• Experience working in a web hosting company (nice to have).

• Full-time, 40-hours per week, Monday to Friday, 5pm - 2am (Philippines Standard Time)
• Fully remote work setup
• This role is open to Philippine residents only

• Equipment (laptop, monitor, mouse, keyboard, headset)
• Fully paid training
• HMO