Sr Billing/AR Consultant
US · CA · USD 102,042-154,350 / year · 4+ years experience · Remote · Posted Oct 1, 2026
At a glance
- Experience
- 4+ years experience
- Workplace
- Remote
- Location
- US · CA
- Salary
- USD 102,042-154,350 / year · Base salary
About the role
- The Senior Escalations Program Manager owns complex customer escalations and drives systemic improvements to resolve high-severity issues.
- The role involves managing complex customer finance requests and leading cross-functional programs to streamline workflows and prevent future billing issues.
Responsibilities
- Own priority customer escalations end to end, including triage, action planning, and risk management.
- Serve as the single-threaded owner for complex escalations across Sales, Finance, Support, Customer Success, Product, and Engineering.
- Deliver post-mortems and executive summaries while tracking resolution progress.
- Analyze escalation themes to identify and prioritize opportunities for process and product improvement.
- Lead cross-functional programs to standardize escalation workflows, service-level expectations, and reporting.
- Coach frontline teams on escalation prevention, de-escalation, and customer communication.
- Provide real-time status updates to customers and executive stakeholders.
Requirements
- 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function.
- Direct ownership of high-severity escalations.
- Demonstrated success leading cross-functional process-improvement programs.
- Structured problem-solving skills and ability to use data to quantify impact.
- Strong program and project management skills managing multiple workstreams and dependencies.
- Excellent written and verbal communication skills for executive-level updates.
- Bachelor’s degree in Business, Operations, Engineering, or equivalent practical experience.
Preferred qualifications
- PMP, ITIL, Six Sigma, or comparable program/incident/process-management certification.
- Experience working in a SaaS, technology, or complex customer-operations environment.
- Experience building or improving escalation playbooks, SLAs, operating rhythms, or dashboards.
- Experience coaching customer-facing teams on conflict resolution and de-escalation.
Benefits
- Annual base salary $102,042—$154,350 USD
- Initial RSU grant with no vesting cliff
- Ongoing RSU refresh opportunities
- Performance-based bonus/variable pay
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health plans
- Parental leave plans
Workplace
- Remote position open to candidates residing in the US.
