Description
At Twilio, we're shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
We are seeking an experienced Billing Supervisor to support end-to-end order processing, invoicing, and post-billing communications for sales teams and customers. In this role, you will work closely with Deal Operations, Revenue Accounting, Collections and Sales to ensure smooth contract execution and issue resolution.
Responsibilities:
- Lead and supervise an international team of analysts and senior analysts handling post-billing communications, invoice portal processing, and issue remediation.
- Oversee daily order management, billing, and communications to ensure timely invoicing, precise contract provisioning, and rapid issue remediation while holding the team accountable to key SLAs.
- Serve as an escalation point for billing, collections, and order management inquiries, delivering timely resolutions for both internal stakeholders and external customers.
- Review and validate customer contracts across multiple internal systems to maintain data integrity and accurate financial reporting.
- Execute and own SOX-compliant month-end reconciliations for billing and provisioning, ensuring full data completeness and accuracy.
- Coordinate and fulfill audit deliverables for internal/external auditors and tax consultants during quarterly and annual reviews.
- Drive continuous operational improvements, participate in system enhancement initiatives, and lead new process implementations.
- Onboard, train, and mentor team members to maintain high operational standards across the team.
Qualifications:
- Required:
- 5+ years experience in a billing operations role
- Experience with Salesforce
- Experience with supporting team members from a supervisory standpoint
- Excellent communication skills for internal and external stakeholders
- Proficiency in Excel
- Strong attention to detail
- Ability to prioritize and multitask throughout high volume order processing
- Ability to identify, analyze, and resolve issues independently
- Collaborative working style and experience working cross-functionally
- Ability to support flexible timezone meetings periodically
- Excellent written, and verbal communication skills in English
- Desired:
- Experience working in the SaaS/technology industry
- Experience working with an international team
- Knowledge of and experience with SOX controls
- Experience with Zuora
Location: This role will be remote, and based in Mexico City, Mexico. Approximately 5% travel is anticipated.
What We Offer: Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.