Senior Billing Escalations Agent
About the job
- At least 4 years of experience in customer support, billing, or escalations.
- Demonstrated experience handling escalations and serving as a point of contact for high-priority or sensitive issues.
- Prior experience in a live chat and/or ticket-based support environment.
- Experience working with NetSuite as an enterprise resource planning system.
- Experience working with helpdesk software; Zendesk is preferred or similar software is acceptable.
- Strong written and verbal English communication skills.
- Comfort working independently and making judgment calls within established guidelines.
- Serve as the primary point of contact for escalated billing and customer issues, resolving them directly or coordinating with the appropriate internal team until they are closed.
- Monitor requests and questions raised by Level 1 support representatives and provide guidance, or step in directly when needed.
- Support the broader team by handling live chat and ticket queues during peak-volume periods.
- Investigate and resolve technical billing issues, including invoice discrepancies, incorrect billing cycles, pricing or proration errors, and other billing problems requiring deeper troubleshooting.
- De-escalate frustrated or dissatisfied customers while maintaining a calm, solutions-focused approach.
- Manage the day-to-day queue and administrative tasks, including ensuring tickets are correctly assigned, opened on schedule, and tracked against service-level agreements.
- Experience supporting subscription-based products, including recurring billing, renewals, and upgrades or downgrades.
- Basic end-user experience working with Salesforce.
- Background working at a web hosting company or in a similar hosting- or infrastructure-adjacent role.
About the company
LevelUp provides a mobile platform for restaurants that combines digital payments, online ordering, and loyalty programs into a single system. The platform works by integrating with a restaurant's operations to collect customer data, allowing businesses to run targeted marketing campaigns and process mobile transactions. Unlike many competitors that focus on a single service, LevelUp offers an all-in-one suite that includes CRM tools, gifting options, and custom campaign creation for both small eateries and national chains. The company's goal is to help restaurants use data analytics to build personalized customer experiences that increase repeat visits and grow overall sales.
Company Size
51-200
Company Stage
Acquired
Total Funding
$90.9M
Headquarters
Boston, Massachusetts
Founded
2008
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Simplify's Take
What believers are saying
- Wonder raised $650 million in July 2026 at a $9 billion valuation.
- Grubhub Direct remains free for Marketplace partners, lowering restaurant adoption friction in 2026.
- September 2026 layoff pain also signals aggressive simplification before an IPO, which sharpens execution.
What critics are saying
- Wonder cut 500 Grubhub jobs in February 2025 and 150 more in September 2026.
- DoorDash agreed September 2026 to buy Grubhub campus dining for $300 million, stripping growth.
- LevelUp has no independent business anymore; Wonder can sunset it during an IPO restructuring.
What makes LevelUp unique
- LevelUp’s loyalty, payments, and ordering stack now powers Grubhub Direct’s branded storefronts.
- Grubhub still markets LevelUp-derived APIs for loyalty, rewards, and restaurant-specific ordering workflows.
- The product sits inside Wonder’s broader food platform, linking ordering, delivery, and retail operations.
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Benefits
- Remote Work Options
- Flexible Work Hours