Billing Operations Lead

What You'll Do

Manage and oversee the day-to-day operations globally of the outsourced billing support teams across Spotify Ads Manager and Direct buying channels, ensuring advertiser billing queries are handled accurately and within SLA.
Serve as the primary escalation point for complex billing issues, including invoicing disputes, credit adjustments, and billing setup queries. Ensure escalations are resolved efficiently by the support team and communicated clearly to all stakeholders.
Create and manage  the end-to-end invoicing process, including setting up advertisers on invoicing, reissuing invoices and resolving billing disputes in collaboration with the vendor support team.
Partner with Finance and Accounting teams to design, implement, and improve billing systems, workflows, and processes that support scale and accuracy across both self-serve and direct sales channels.
Understand and set up training and processes according to country-specific guidelines for invoicing.
Collaborate with Spotify’s Fraud teams to identify fraudulent advertiser activity, investigate suspicious accounts, and take appropriate action to protect the platform and our advertising partners.
Own and maintain billing-related documentation, process guides, and training materials used by the outsourced billing support team. Ensure all content is accurate, up-to-date, and aligned with current billing policies and procedures.
Identify knowledge or skill gaps within the outsourced billing team and work with their training teams to develop onboarding programs and continuous learning opportunities.
Support the QA process for billing support agents by reviewing cases, identifying trends in billing errors, and flagging opportunities for process improvements or additional coaching.
Spot operational inefficiencies or recurring billing issues and propose actionable solutions to improve support quality, reduce disputes, and streamline billing operations.
Work cross-functionally with Product, Sales Systems and Tooling, Finance, Accounting, Legal, and other teams to align on billing policy changes, new product launches with billing implications, and system updates.

Who You Are

You have 5+ years of experience in billing operations, revenue operations, financial operations, or a related field
You have experience working with global vendor support teams across multiple time zones
You understand billing and invoicing processes, including invoice generation, adjustments, and dispute resolution
You have worked with Finance and Accounting teams to build or improve operational processes
You are comfortable navigating fraud detection or compliance-related workflows and partnering with relevant teams
You take a proactive approach to identifying issues and improving processes before they scale
You bring strong attention to detail and care about accuracy, documentation, and compliance
You communicate clearly and collaborate effectively across a range of stakeholders

Where You'll Be

• We offer you the flexibility to work where you work best! For this role, you can be within the Eastern Standard time zone.