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.
This is a highly autonomous role embedded in an existing team, where your proactive oversight of the queue and ability to self-direct will keep billing operations running smoothly.
Reference: 2638-049925.
Review and triage escalations flagged by teammates, L1 agents, or other departments.
Apply strong critical thinking and judgment to determine whether to resolve issues independently or escalate further to leadership.
Coordinate cross-functionally with internal teams t.