Billing Lead - Supervisor

Who We Are:

Convoso is a provider of omnichannel contact center software which dramatically increases customers' contact and lead conversion rates.  We back the power of our advanced dialer with the human touch of a dedicated product expert. This invaluable combination delivers higher conversions with less outreach. 

We are also relaunching an advanced version of our conversational AI product to provide enhanced capabilities for our current customers and bring the technology to new markets.

Convoso is looking for people who are excited about the future to join us in the fast growing and innovative field of IVA/AI, as well as motivated team players ready to jump in as we work together to drive our company’s accelerated growth. (Just a heads up - we were selected as one of the Built In LA best places to work in 2020, 2021 and 2022!)

We are dedicated to helping each person grow into their position and throughout their career. Convoso’s new-hire and on-going training programs provide our employees with the resources and time to set them up for success. Our friendly team, located in office, hybrid and remote, is built on a culture of fostering team integrity and provides guidance to ensure every person thrives in their new role. 

The Job:

At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in.

​​We are looking for … A Billing Lead (Supervisor). This position is that of a team leader for the Billing department, that manages the billing team and related operations, ensures timely and accurate billing to customers, resolves billing issues for the customers, and ensures that collections are made timely and applied appropriately

Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines. 

What You'll Be Doing:

Leading Team

• Leads and manages the billing team members 
• Provides transactional guidance to the billing team members
• Assists billing team  members with escalations and complex deal reviews
• Regularly review performance metrics and discuss with team members
• Works with Controller/Accounting to oversee and streamline billing process
• Provides input with process improvements that are in line with Convoso accounting practices
• Updates and helps maintain billing documentation relevant to operational processes
• Monitors incoming billing and ordering queries
• Ensures internal and external customer satisfaction
• Communicates order discrepancies/errors to sales and financial management
• Actively seek out process improvement opportunities
• Key contributor for invoice resolution

Accounts Receivable Collection 

• Ensures timely and accurate billings to customers
• Monitors that customers are notified regarding outstanding balances and are followed up for payments.
• Ensures complete and timely collections.
• Posts adjustments to customer accounts after careful audit and thorough research.

Customer Service 

• Resolves customer's billing concerns.
• Works cross functionally, and contributes to customer calls facilitated by other teams as needed.
• Works with internal groups to drive customer issues to resolution.

Account Management 

• Reviews / drafts and sends updated contracts to the customer.
• Ensures / updates account changes or rate matrix in the billing system per contract.
• Ensures accuracy of rates in the billing system, that they align with the contract .
• Provides rate/plan recommendation based on customer’s needs or usage.
• Ensures / processes seat upgrade/downgrade requests align with contract terms.
• Raises tickets to correct errors/system bugs.

Others 

• Prepares accurate sales tax report to be shared with external tax firm, and referral commission payable to referral partners.
• Coordinates with Customer Success teams on account specific information like contract/rate changes, account delinquency and collections related.
• Works with Customer/Technical Support in carrying out tasks like upgrade/downgrade, tickets that impact customers and revenue.
• Engages with Sales and Implementations Team for contracts, rates, billing concerns for new accounts.

Who You Are:

• Must have a bachelors’ degree in Accounting or Management. 
• Must have managed teams of 4+, and have excellent team management and communication skills
• Must have experience interacting / interfacing customers and resolving their billing issues
• Must be able to work during US - Pacific Time work hours
• Must have experience using Zuora billing platform.

Work Perks Worth The Hype:

• Competitive compensation package
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• Monthly credits toward food & beverage
• Company Outings
• On and offsite team building events
• Paid training for departments
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking