Call Center Supervisor - Billing

Role Overview

The Billing Supervisor at Payvantage is responsible for leading the billing function at a strategic and operational level—overseeing Team Leads and frontline staff to ensure billing accuracy, revenue integrity, and an exceptional customer experience.

This role expands the Team Lead function by owning team performance, process optimization, and cross-functional alignment. The Billing Supervisor drives accountability, removes operational bottlenecks, and ensures the billing organization consistently meets KPIs tied to revenue, collections, and customer satisfaction.

Where the Team Lead focuses on execution, the Billing Supervisor ensures the system works.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop Customer Service Team Leads and billing staff
  

• Establish clear performance expectations and accountability structures
  

• Conduct regular 1:1s, performance reviews, and leadership coaching sessions
  

• Oversee hiring, onboarding, and training programs to ensure scalable growth
  

• Build a culture of ownership, urgency, and customer-first thinking
  

Billing Operations Oversight

• Own end-to-end billing operations (invoicing, adjustments, payment processing, reconciliations)
  

• Ensure billing accuracy, timeliness, and compliance across all accounts
  

• Monitor aging reports and drive initiatives to reduce outstanding balances and improve collections
  

• Act as final escalation point for complex billing or customer issues
  

• Ensure alignment between billing execution and customer agreements
  

Performance Management

• Define, track, and report on key metrics:
  

• Customer satisfaction (CSAT)
  

• Resolution time
  

• Collections / DSO (Days Sales Outstanding)
  

• Quality Assurance
  

• Identify performance gaps and implement corrective action plans
  

• Hold Team Leads accountable for team-level KPI execution
  

Process Improvement & Strategy

• Identify inefficiencies in billing workflows and implement scalable solutions
  

• Standardize SOPs, scripts, and documentation across the billing function
  

• Partner with Product, Sales, and Operations to improve billing-related customer journeys
  

• Drive automation and system enhancements to reduce manual work and errors
  

• Use data insights to proactively address recurring issues and improve outcomes
  

Customer Experience Ownership

• Ensure all billing interactions align with Payvantage brand standards
  

• Reduce escalations by strengthening frontline capability and processes
  

• Monitor customer feedback and implement improvements to increase retention
  

• Step in during high-risk or high-impact customer situations
  

Communication & Cross-Functional Alignment

• Serve as the primary bridge between leadership and billing operations
  

• Deliver regular reporting on team performance, revenue trends, and risks
  

• Collaborate with:
  

• Sales (alignment on deals and approvals)
  

• Finance (revenue accuracy and reporting)
  

• Operations/Product (process and system improvements)
  

  
  
  
  

Requirements

Required:

• 5+ years of experience in billing, customer service, or revenue operations
  

• 2+ years of leadership experience (Team Lead or higher)
  

• Strong understanding of billing systems, payment workflows, and customer lifecycle