Billing Support Lead

**About us**:
**About the role**:
We are looking for a **Billing Support Lead** to join **Ruby Labs**, ensuring smooth billing operations and exceptional support for both customers and internal teams. In this role, you will oversee billing inquiries, manage dispute resolution, and optimize processes to enhance efficiency and accuracy.
**Key Responsibilities**:
- Ensure adequate team coverage based on volume, forecast incoming workload and collaborate with the billing and customer support departments.
- Manage the team's schedule (including task allocation) and maintain close coordination with the risk management team.
- Approve PTO requests while ensuring operational coverage.
- Track attendance (including vacation and sick days), as well as any OT/BHs worked to ensure payment is received.
- Assist with production tasks when necessary.
- Support additional tasks as assigned.
- Support the team in general queries and overall support, including training when required.
- Onboard and train new employees.
- Maintain a deep understanding of billing systems, particularly pre-chargeback processes.
- Demonstrate strong administration, leadership, and communication skills.
- Provide recommendations based on industry trends to support business continuity.
- Report issues/trends including billing and/or automation errors.
- Regular team meetings to ensure the team is up to date with current processes and best practices.
- Closely monitor and track performance to identify areas for improvement or training gaps.
- Regular one-on-one sessions with the team to discuss performance and overall areas for improvement.
- Interact with payment providers on financial alerts not found and ensure these are processed accordingly.
- Manage disciplinary and/or PIP processes when necessary.
- Keep knowledge base updated with general billing processes (as required).
This role requires a proactive and strategic approach to managing billing operations while fostering collaboration across departments.
**Qualifications**:
- Strong attention to detail and ability to manage multiple tasks simultaneously
- Excellent communication skills, both written and verbal
- Experience in payments, billing operations, or financial services preferred
- Knowledge of dispute management processes and chargeback prevention strategies
- Familiarity with major payment service providers, especially PayPal
- Ability to work independently and as part of a team
- Strong problem-solving skills and proactive approach to identifying and resolving issues
**Nice to have**:
- Experience working with multiple payment gateways and processors
- Experience in customer service or dispute resolution
**Location**:
**Benefits**:
Discover the perks of being part of our vibrant team We offer:
- ** Remote Work Environment**: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
- **Unlimited PTO**: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
- **Paid National Holidays**: Celebrate and relax on national holidays with paid time off to unwind and recharge.
Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth
**Interview Process**:
- Recruiter Screening (40 minutes)
- Final Interview (60 minutes)
**Life at Ruby Labs**:
At Ruby Labs, we are more than a team; we're a community united in pushing the boundaries of technology and innovation. Our combined passion fuels our ambition for excellence, driving impact that resonates around the globe.
We are an equal-opportunity employer and celebrate diversity, recognizing that a diversity of thought and backgrounds builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Join us and be part of a company that is crafting the future of technology across multiple industries.
Li-Remote

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