Senior Billing Escalations Agent [2638-049925]

Company Overview LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients. Position Overview We are seeking a highly skilled, meticulous, and proactive Senior Billing Escalations Agent to join an L1 Billing team. In this pivotal role, you will act as a primary champion for customer satisfaction and financial accuracy, expertly resolving complex, technical, and escalated billing inquiries. This role was specifically created to assist a Senior Manager of Order to Cash Operations with the critical administrative and queue management needs of the department. You will help balance day-to-day administrative operations—such as assigning tickets, ensuring scheduled daily tickets are properly opened, answering level 1 representative queries on Slack, and managing cancellation policy exception requests—while also tackling high-priority, complex billing investigations. Operating in a fast-paced web hosting environment, you will use your superior communication, analytical, and de-escalation skills to transform challenging customer experiences into positive outcomes. This is a highly autonomous role embedded in an existing team, where your proactive