Supervisor, Billing Operations

See yourself at Twilio

Join the team as Twilio’s next Supervisor, Billing Operations.

About the job

We are seeking an experienced Billing Supervisor to support end-to-end order processing, invoicing, and post-billing communications for sales teams and customers. In this role, you will work closely with Deal Operations, Revenue Accounting, Collections and Sales to ensure smooth contract execution and issue resolution.

You will directly lead and support an operational team based in Mexico while collaborating cross-functionally with global counterparts across the United States, Ireland, and India.

Responsibilities

In this role, you’ll:

• Lead and supervise an international team of analysts and senior analysts handling post-billing communications, invoice portal processing, and issue remediation.
• Oversee daily order management, billing, and communications to ensure timely invoicing, precise contract provisioning, and rapid issue remediation while holding the team accountable to key SLAs. 
• Serve as an escalation point for billing, collections, and order management inquiries, delivering timely resolutions for both internal stakeholders and external customers.
• Review and validate customer contracts across multiple internal systems to maintain data integrity and accurate financial reporting.
• Execute and own SOX-compliant month-end reconciliations for billing and provisioning, ensuring full data completeness and accuracy.
• Coordinate and fulfill audit deliverables for internal/external auditors and tax consultants during quarterly and annual reviews.
• Drive continuous operational improvements, participate in system enhancement initiatives, and lead new process implementations.
• Onboard, train, and mentor team members to maintain high operational standards across the team.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 5+ years experience in a billing operations role
• Experience with Salesforce 
• Experience with supporting team members from a supervisory standpoint
• Excellent communication skills for internal and external stakeholders
• Proficiency in Excel
• Strong attention to detail
• Ability to prioritize and multitask throughout high volume order processing 
• Ability to identify, analyze, and resolve issues independently
• Collaborative working style and experience working cross-functionally
• Ability to support flexible timezone meetings periodically 
• Excellent written, and verbal communication skills in English 

Desired:

• Experience working in the SaaS/technology industry
• Experience working with an international team
• Knowledge of and experience with SOX controls
• Experience with Zuora

Location

This role will be remote, and based in Mexico City, Mexico.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. 

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.