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About This Role
Cursor is seeking a Billing Support Manager to lead a team of billing agents and own programs and systems that make the billing operation scale. The role involves directly managing agents, handling complex escalations, and designing and maintaining QA rubrics. The ideal candidate has 7+ years of experience in customer support operations and strong analytical skills. This is a remote role based in the Philippines.
Key ResponsibilitiesAI-extracted
- 1Directly manages a team of billing agents on the APAC shift, including queue monitoring, escalations, and coaching
- 2Handles complex escalations, such as refund edge cases and subscription issues
- 3Designs and maintains QA rubrics, scoring guides, and calibration processes across all shifts
- 4Owns the escalation playbook and defines response templates and resolution patterns
- 5Coaches Associate Managers on people management and performance conversations
RequirementsAI-extracted
- Typically: 7+ years of experience in customer support operations, with at least 2 years in a management role
- Experience building operational programs from scratch, such as QA and training processes
- Strong analytical skills, with the ability to make decisions from metrics and data
- Technical literacy, with an understanding of how developers work and common tools and workflows
- Typically: experience in high-growth environments where process needs to be built, not just followed
Perks & BenefitsAI-extracted
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