Billing Support Team Leader

At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together

What We Do…

We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we're the world's leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder's technology every year.

About the Billing Support Team Leader role...

The Level 1 Billing Support Team provides a critical role supporting SiteMinder customers on invoice and payment queries as well as accounts receivable collections.

Your role is part of a global team at SiteMinder, and as a result, reasonable out-of-hours work will be necessary to ensure effective communication and collaboration across different time zones.

What you'll do:

• Provide training, guidance and support for B&C Support Analysts

• Chat case and call monitoring for quality and coaching purposes. Conducting 1:1s, performance reviews and team meetings to evaluate individual performance. Motivating those individuals to do better

• Handle customer queries and issues (cases) within agreed service levels and resolved at a quality expected by our customers via chat and voice calls

• Support the SiteMinder Sales, Service Delivery and Customer Success team on changes or issues to accounts

• Ensure timely processing of customer requests such as cancellation of services, currency changes

• Ensure collections action (i.e. reminders, suspensions) are processed and conducted within policy

• Deliver a positive billing, payment and collection experience for our customers

• Ensure CRM and billing system customer data is kept up to date

• Continually share ideas and knowledge with the team, to up skill yourself and others around you

• Escalate and report systematic issues that impact the team or customers to the Billing Leadership Team

• Organising fun and inclusive team building activities

What you have:

• Experience working in a collections/billing /support / teams in a call centre or contact centre environment

• Strong written and oral communication skills English - Multilingual a plus

• Adaptable and willing to learn

• A working knowledge of Zuora, Salesforce, Tesorio or similar systems is advantageous

• Customer-focused

• Able to work in a close team environment, where ideas are shared, valued, and discussed

• Thrive in a fast-paced, agile, and dynamic environment

• Are helpful, encouraging, and respectful to team members and everyone they interact with

• Leads by example , demonstrates strong remote leadership / office base skills, by proactively keeping management informed and responsive to inquiries

Our Perks & Benefits…

- Equity packages for you to be a part of the SiteMinder journey

- Hybrid working model (in-office & from home)

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.