Billing Support Manager

What You Can Expect

As a Billing Support Manager at Zoom, you will lead a global customer support team committed to delivering consistent, high-quality billing service across every customer segment. You will develop your team through coaching and structured performance management, while driving operational excellence through data analysis, cross-functional partnership, and continuous process improvement. This role reports to the Head of Billing Support and carries direct responsibility for frontline billing agents.

About the Team

The Customer Support and Billing team is a global organization delivering around-the-clock support to Zoom customers and partners, from small business to Premier Services. We are Zoom's Service Delivery Team, united by a commitment to resolving complex billing issues quickly and creating exceptional experiences for every customer we serve.

Responsibilities

• Establish and enforce frontline billing agent schedules, work plans, and performance standards.
• Lead agents in addressing customer billing inquiries across inbound/outbound phone, chat, and ticket channels.
• Oversee customer escalation processes and complex issue resolution workflows to ensure timely, quality outcomes.
• Implement standardized procedures for issue management and maintaining high customer satisfaction.
• Review escalated cases, identify handling gaps, and deliver regular operational readouts and improvement findings to senior and executive leadership.
• Analyze support data and performance metrics to surface trends and track agent adherence to KPIs.
• Partner with Quality Assurance to address agent process compliance gaps and close performance deficiencies.
• Evaluate current workflows and implement targeted improvements to enhance operational efficiency and customer outcomes.

What We're Looking For

• 2+ years of experience in billing management, accounts receivable, or finance, ideally within a global organization.
• Solid understanding of customer support metrics, coaching methodologies, and performance management frameworks.
• Experience managing customer escalations and complex issue resolution, preferably in a contact center environment.
• Strong verbal, written, and interpersonal communication skills.
• Familiarity with multi-platform workflows, including tools such as Zuora, Salesforce, and ServiceNow.
• Bachelor's degree in a relevant field or equivalent experience.

Salary Range or On Target Earnings:**

$97,600.00 - $225,700.00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.