Manager, Billing Operations

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin the most advanced customer service AI agent on the market lets businesses deliver always-on impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30000 global businesses Intercom is setting the new standard for customer service. Driven by our core values we push boundaries build with speed and intensity and consistently deliver incredible value to our customers.

Whats the opportunity

Intercom is looking for a Manager Billing Operations to build and lead a high-performing team that ensures seamless accurate and efficient billing experiences for our customers.

This role is central to how we monetise at scale combining operational excellence customer empathy and systems fluency to deliver billing processes that are both precise and frictionless. Youll partner closely with Finance RevOps Product and Customer Support to continuously improve our end-to-end order-to-cash process drive automation and influence our billing infrastructure roadmap.

What will I be doing

• Team Leadership:
• Build coach and develop a team of billing and cash collection specialists fostering a culture of accountability quality and continuous improvement.
• Set team objectives aligned with functional goals and companys strategy set individual performance goals for team members conduct regular performance reviews. Manage resource allocation to make sure goals are met.
• Lead Billing Operations and Cash Collection:
• Manage day-to-day global billing operations across multiple regions and currencies ensuring timely and accurate processing of customer invoices application of payments and credits.
• Manage concession requests and billing disputes.
• Manage teams conversations with customers in Intercom inboxes.
• Oversee the cash collection process minimize overdue accounts implement strategies to reduce bad debt decrease DSO.
• Cross-Functional Partnership:
• Collaborate with GTM Support Pricing Revenue Accounting teams to ensure alignment on goals and policies across pricing invoicing collections concessions and revenue recognition. Support GTM initiatives (e.g. introduction of new products and new price plans sales through new channels like AWS Marketplace Ebanx in LATAM). This requires a deep understanding of the OTC process with its upstream and downstream dependencies.
• Collaborate with Revenue Accounting on and Deal Desk on complex sales deals. Ensure accurate processing in the billing system and hand off to the Revenue Accounting team.
• Collaborate with the Revenue Accounting team and Data Engineers on Bookings to Billings ARR reconciliation. Ensure all deals are timely invoiced and invoices are captured in ARR reports.
• Collaboration with Finance on the forecast process for invoicing and cash collection explanation of billing trends and collection trends forecast to actual variance analysis.
• Influence Order-to-Cash Systems Roadmap:
• Serve as a key stakeholder for billing-related tools and integrations (Salesforce Stripe Tesorio).
• Partner with GTM Systems Billing Engineers Finance Systems teams to build a roadmap for new features and functionality and support Intercoms strategy.
• Continuous process improvement:
• Identify design and implement process improvements that reduce errors accelerate cash collection improve the customer experience and eliminate toil for the team.
• Ensure proper billing systems configuration integration with downstream systems (e.g. Tesorio NetSuite) and optimization for efficiency.
• Increase the involvement of Fin AI Agent in AR operations increase conversation resolution rate implement Fin Actions or other AI solutions to automate routine manual tasks.
• Oversee Financial Reconciliations and Analyses:
• Cash reconciliation between bank and Stripe Billing;
• invoice credit memo payment and refund reconciliations between Stripe Billing and NetSuite ERP
• Accounts Receivable Aging reconciliation between Stripe NetSuite and Tesorio.
• Bad debt analysis
• KPI reporting:
• Build sustainable and repeatable KPI reporting to manage order to cash process measure health of the billing system and measure teams performance (e.g. billing cycle time invoice error rate billing errors by severity number of disputes time to resolve disputes manual corrections and interventions DSO % of invoices paid within agreed terms bad debt write off ratio messages average response time conversations throughput per team member etc conversation topics etc.)
• Fin specific KPIs with the focus on increased automation (e.g. involvement rate resolution rate CSAT etc.)
• Governance & Compliance:
• Support annual audits including direct interaction with external auditors. Lead preparation of audit packages including reconciliations of customer invoices to sales contracts and reconciliation of usage based charges to usage reports.
• Create and implement internal controls to ensure accuracy of invoices created by the billing system accuracy and timeliness of reporting of billing and cash transactions in financial records.

What skills do I need

• 7 years of experience in billing operations order-to-cash or Accounts Receivable management with at least 3 years managing Accounts Receivable Collections and Billing Operations teams.
• Expertize with coaching teams developing talent and managing performance.
• Experience in managing conversations with customers dispute resolution concessions.
• Experience in collaboration with Deal Desk and Accounting Teams IT or teams responsible for billing and GTM systems.
• Experience supporting complex Enterprise sales deals with non-standard terms
• Deep understanding of Order-to-Cash process in subscription and usage-based business models and systems (e.g. Salesforce CRM Stripe Billing NetSuite ERP Tesorio bank portals vendor portals AWS Marketplace).
• Strong analytical and reporting skills. Experience with building models reports and dashboards in Excel or BI tools (e.g. Tableau) for KPIs reporting.
• Experience in presentation of team KPIs to executives (e.g. decks for Controller CAO CFO presentation of results during business review meetings etc.)
• Excellent communication and stakeholder management skills with the ability to translate operational complexity into clear insights and actions.
• Process-design skills; proven ability to improve efficiency through automation and tooling including AI.
• Experience collaborating with IT and Engineering teams driving the systems improvement roadmap with stakeholders.
• Proven track record of quickly learning new complex processes
• Demonstrated experience executing on cross-functional initiatives that span Finance GTM and Support.
• Ability to translate the companys strategy into operational tasks for the team.
• Exceptional attention to detail operational rigor and problem-solving ability under pressure.
• Experience in high-growth or global SaaS environments required.
• Familiarity with AI-enabled process improvement tools is a plus.

Benefits

We are a well treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave as well as 6 weeks paternity leave for fathers to let you spend valuable time with your loved ones
• If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard but we also offer Windows for certain roles when needed.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race color religion creed national origin ancestry sex gender age physical or mental disability veteran or military status genetic information sexual orientation gender identity gender expression marital status or any other legally recognized protected basis under federal state or local law.