Senior Customer Operations and Success Specialist

Dublin · IE Dublin - 1 · 1-2 years experience · Posted Oct 14, 2026

At a glance

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.
We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.
At Kaseya, we don't just raise the bar. We build it.

As a Billing Operations Team Lead, you will oversee complex billing operations across the EMEA region, driving operational excellence, customer satisfaction, and continuous process improvement.
You will serve as a key escalation point for critical customer issues, partner closely with cross-functional teams, and support strategic initiatives that enhance the customer experience while ensuring efficient and scalable billing operations.

Serve as a primary escalation point for complex or high-impact customer billing issues.
Drive timely and effective resolution of billing disputes while ensuring a positive customer experience.
Manage sensitive or business-critical customer matters through to completion.
Partner with internal stakeholders to resolve cross-functional billing and operational challenges.
Identify inefficiencies, recurring issues, and operational bottlenecks within billing workflows.
Lead initiatives that improve operational processes, reduce friction, and increase team efficiency.
Conduct root cause analysis and implement corrective actions to address systemic issues.
Support continuous improvement initiatives that enhance customer and employee experiences.
Document and maintain operational procedures, best practices, and process documentation.
Serve as the primary billing operations support resource for Strategic and Distributor accounts across EMEA.

Bachelor's degree in Business, Finance, Operations Management, Accounting, or a related field, or equivalent professional experience.
3-5 years of experience in billing operations, financial operations, customer operations, or a related field.
1-2 years of experience leading, supervising, mentoring, or managing operational teams.

Experience within a SaaS or subscription-based business environment.
Strong understanding of subscription billing, recurring revenue models, and customer lifecycle management.
Experience supporting billing, invoicing, collections, or related financial operations functions.
Excellent verbal and written communication skills, with the ability to collaborate effectively across teams and time zones.
Strong analytical and problem-solving skills, with experience using data to identify trends and drive decision-making.
Hands-on experience with Salesforce (SFDC), Service Cloud, or comparable CRM and case management platforms.
Experience working with ERP or financial systems such as NetSuite, Oracle, or similar accounting platforms.
Proficiency with reporting and analytics tools including Microsoft Excel, Power BI, Tableau, or similar business intelligence platforms.