Experienced

Team Lead, Customer Care Vacancy At Cloudways

Team Lead, Customer Care Vacancy At Cloudways

ORGANIZATIONCloudways
LOCATIONRemote
CAREER CATEGORYComputer Science and Administration
SALARY(The salary range for this position is based on relevant years of experience and skills)
TYPE OF CONTRACTNot Specified
DURATIONNot Specified
DEADLINENot Specified

Team Lead, Customer Care Vacancy At Cloudways

Context

Cloudways is part of the DigitalOcean family. Clouways specializes in Cloud Hosting for the ultimate online presence. Cloudways is seeking an experienced, detail-oriented, tech-savvy, and highly motivated individual to lead the Billing function of the global Customer Success team. Your role will involve managing a team of 12-15 Billing Executives who are dedicated to providing excellent customer service to the company’s global customer base. You will be responsible for ensuring that all customer queries related to billing, discounts, promo codes, and account verification are resolved in a timely and accurate manner. You will be working cross functionally with other departments such as Marketing, Affiliates, Finance, and Revenue Operations to ensure billing accuracy and consistency. You will also be responsible for identifying inconsistencies in our billing processes, prioritizing tasks based on business criticality, and providing guidance and clarity to your team about any updates or changes. As a leader, you will also be responsible for coaching and developing your team members to help them improve their skills. In addition to managing your team, you will also be responsible for reporting on billing metrics and trends to help identify areas for improvement and to make timely recommendations to senior management. Thus, strong analytical skills are a must-have to be able to use data to make informed decisions. This is a full-time remote position in our 24/7 global Customer Success team, which is rapidly expanding and dedicated to serving Cloudways’ customers.

Task Description

  • Manage day-to-day billing operations, ensuring timely and accurate resolution of customer billing queries and issues.
  • Develop, maintain, and update billing and abuse prevention SOPs to ensure consistent billing practices.
  • Create strategies to enhance team performance and productivity, resulting in improved customer retention and satisfaction.
  • Manage team performance through weekly 1-1 performance check-ins and quarterly performance goals (OKRs), including identifying individual development plans.
  • Report on billing metrics and trends to senior leadership, providing recommendations for improvement.
  • Reconcile custom discounts and test monthly invoices for accuracy with the engineering team.
  • Suggest timely improvements to billing products and processes to reduce workload and improve customer experience.
  • Monitor monthly unpaid recovery and implement initiatives to reduce the unpaid amount.
  • Work with senior leadership to develop and implement training programs for new hires and ongoing professional development for the Billing Team

Qualifications

Requirements:

  • Bachelor’s degree, preferably in Computer Science, Electronics, or Telecommunication.
  • Minimum of 3-5 years of experience in managing a team of 10+ people, preferably in the SaaS industry.
  • Prior experience in web hosting or SaaS companies is mandatory.
  • Strong English communication skills, both written and verbal, with native fluency and the ability to listen effectively.
  • Strong analytical skills and ability to use data to drive decision-making.
  • Basic knowledge of Customer Success Metrics such as churn, MRR, ARPU, expansion, and advocacy.
  • Remote work experience is a plus.
  • Strong customer empathy and ability to ask the right questions to uncover customer pain points.
  • Proactive problem solver with a thirst for learning.
  • Consultancy skills and ease with data.
  • Strong ownership and resilience to pressure.

How To Apply?

Interested candidates should apply for this opportunity by following the link below:

Carlos Seth

Carlos Seth is an international recruitment consultant with more than 10 years experience in global recruitment and executive search.

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