Customer Experience Team Lead - Billing & Administration (12-Month Contract) - Remote

Overview

The Customer Experience Team Lead - Billing and Administration (12-month Contract) oversees a team dedicated to billing, administrative and order support tasks, and sales channel operations within the wireless and satellite communication industry. This hands-on role ensures accurate and timely support, addresses escalated issues, and fosters team development.

In Short

• Supervise daily operations in billing, administration, order approval, and corporate/wholesale sales channel support.
• Monitor team workflows across communication channels (phone, email, live chat) to ensure compliance with service level agreements (SLAs).
• Manage team schedules to maintain operational efficiency.
• Act as the primary escalation point for complex customer issues.
• Mentor and coach team members, promoting a culture of continuous improvement.
• Address complex billing inquiries and account adjustments.
• Guide account setup, auditing, and modifications for corporate and government accounts.
• Collaborate with team members to resolve systemic billing issues.
• Oversee the risk and order review process for potential fraud or compliance issues.
• Support corporate and wholesale sales teams by aligning operational processes.

Requirements

• 3-5 years in billing, administration, or customer support roles, with at least 1 year in a leadership capacity.
• Familiarity with airtime-based billing, corporate/wholesale accounts, and sales agencies.
• Proven ability to mentor and manage a high-performing team.
• Strong customer advocacy skills.
• Technical proficiency in tools such as Zendesk, Microsoft Office, and CRM platforms.
• Analytical mindset with problem-solving abilities.
• Excellent verbal and written communication skills.
• Post-secondary degree or equivalent experience in business, technology, or a related field.

Benefits

• Competitive base salary.
• Completion bonus.
• 3 weeks’ vacation.
• Hybrid work model.