Billing Support Operations Director

Gorgias is the conversational AI platform for e-commerce that drives sales and resolves support inquiries. Trusted by over 15,000 e-commerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced e-commerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations.

Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

Billing touches customers at their most sensitive moment; when money changes hands, and it feeds the numbers Finance relies on. By bringing Billing Support into Finance, we're uniting world-class customer care with rigorous cash, accuracy, and deal-enablement goals.

As a Billing Support Manager, you'll keep our three-hour SLA and 95%+ CSAT humming while you build the collection rhythms, invoice checks, and light-touch Deal Desk that turn great support into faster cash and friction-free sales. In short, you'll make every billing interaction a win for both our merchants and our metrics.

• Own the Billing Experience: Lead a team (currently 4, scaling to 6–8) handling ~1k tickets/month—projecting 4k as we grow.
• Solve billing inquiries across chat, email, and in-app.
• Improve performance goals (CSAT, response time) and financial metrics (DSO, etc.).
• Provide live deal-close support to Sales—because minutes, not hours, seals the deal.

• Launch self-serve flows and KBs to reduce volume and improve speed.
• Partner with Product & Engineering to streamline the billing experience.
• Define and track operational KPIs; surface insights across CX, Product, and Exec teams.
• Forecast team bandwidth, plan for spikes, and support ad hoc needs.

• Serve as the bridge to Accounting by ensuring clean billing data via Chargebee.
• Audit invoices, manage ARR-impacting corrections, and build scalable processes.
• Block fraud, manage chargebacks, and flag risky accounts.
• Surface upsell opportunities and route them to Sales/CSMs.

• Coach tenured specialists and onboard new hires fast.
• Foster a 'promote-from-within' pipeline from CX into Finance.
• Drive continuous training as products, pricing, and tax rules evolve.

• 5+ yrs leading customer-facing SaaS billing; 2+ yrs people management.
• Deep expertise with subscription platforms (Chargebee, Stripe, Zuora, etc.) and familiar with ticketing tools (Gorgias, Zendesk, Intercom).
• Working knowledge of GAAP/ASC 606 basics—you know why an invoice fix can't wait for close day.
• Track record of scaling volume without sacrificing SLA or CSAT.
• Data-driven mindset; you live in dashboards and love a good FRT vs. ARR story.
• Ability to handle customer escalations and dissatisfaction focused on Billing inquiries.
• Comfortable working with staffing planning and fast resource changes based prioritization needs.
• Bonus: experience automating workflows with Zapier, SQL, or scripting.

• 5-week vacation (We follow each country's appropriate PTO Laws)
• Paid sick leave
• Paid parental leave
• MacBook Pro
• Personal credit card to buy lunches
• We provide private health insurance
• Get up to €700 to set up your workstation at home (working from home should feel breezy)
• Get up to €2000 of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope)
• Every quarter, we organize an online company-wide summit to discuss where we're going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats.

Diversity & Inclusion at Gorgias
We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us.