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Kaseya is a leading provider of AI-powered IT management and cybersecurity software serving Managed Service Providers (MSPs) and internal IT organizations worldwide. The company, backed by Insight Partners, supports customers in over 20 countries and manages 15+ million endpoints globally.
As Billing Operations Team Lead, you will oversee day-to-day billing support operations across the EMEA region, leading both internal and outsourced teams while driving service excellence, operational efficiency, and customer satisfaction. You will serve as a key liaison between Billing, Collections, Product, IT, and Go-To-Market teams, supporting global stakeholders and ensuring successful resolution of complex billing matters.
Key responsibilities include:
**Team Leadership & Operational Oversight:** Lead a hybrid operational team of two direct reports and an offshore BPO partner team. Establish and monitor SLAs, quality standards, and performance metrics. Conduct coaching sessions, quality reviews, and calibration exercises to ensure consistent service delivery. Support workforce planning, resource allocation, and capacity management.
**Billing & Case Management:** Own end-to-end resolution of billing-related cases within Salesforce Service Cloud across EMEA. Manage case queues, escalation routing, and aging governance. Personally handle complex, high-value, or escalated billing disputes. Drive operational excellence through adherence to established processes and controls.
**Partner Billing Operations:** Administer and troubleshoot partner invoicing, subscription, and billing issues using NetSuite and associated systems. Partner with Billing and Collections teams to reconcile discrepancies and resolve billing anomalies. Support continuous improvement initiatives.
**Process Improvement:** Review and optimize workflows, routing rules, and automations within Salesforce Service Cloud. Conduct root cause analysis to identify recurring issues and implement corrective actions. Lead process improvement initiatives in collaboration with stakeholders.
**Reporting & Analytics:** Utilize Power BI and operational reporting tools to monitor KPIs including CSAT, first response time, first-day resolution, backlog aging, and case volume trends. Deliver operational reporting and performance insights to leadership.
**Vendor Management:** Manage operational relationships with outsourced service providers. Monitor vendor performance against contractual SLAs and KPIs. Lead governance meetings, performance reviews, and calibration sessions. Collaborate on staffing models and capacity planning.
**Stakeholder & Customer Engagement:** Serve as primary operational liaison between Billing, Collections, Product, Go-To-Market, and IT teams. Support regular communication and reporting cadences with global leadership. Participate in partner and customer calls related to billing issue resolution.
**Training & Knowledge Management:** Deliver onboarding and ongoing training for internal and outsourced teams on Salesforce Service Cloud, billing workflows, and operational procedures. Maintain knowledge base documentation, SOPs, and training materials.
**Requirements:**
- Bachelor's degree in Business, Finance, Operations Management, Accounting, or related field, or equivalent professional experience
- 3+ years of experience in billing operations, financial operations, customer operations, or related field
- 1+ year of experience leading, supervising, mentoring, or managing operational teams
**Preferred Qualifications:**
- Experience working with outsourced service providers or BPO partners
- Hands-on experience with Salesforce Service Cloud (case management, queue management, workflow processes)
- Experience with ERP, subscription billing, or financial systems such as NetSuite
- Experience using Power BI, Tableau, or comparable business intelligence platform
- Advanced proficiency with Microsoft Excel for reporting and data analysis
- Experience supporting billing, invoicing, subscription, collections, or customer financial operations
- Experience in multinational environments collaborating across multiple time zones
- Experience in SaaS or subscription-based business environments
- Experience managing geographically dispersed or hybrid operational teams
- Experience leading workflow automation, process optimization, or operational improvement initiatives
- Lean Six Sigma or other process improvement certification
