The opportunity
Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering.
What you'll do
Directly manage ~10 billing agents on the APAC shift: queue monitoring, escalations, 1:1s, QA reviews, scheduling
Own your team's performance metrics and coach agents to improve
Handle complex escalations: refund edge cases, Stripe disputes, subscription issues, product bugs
Ensure clean handoffs between your shift and the next
Design and maintain the QA rubric, scoring guides, and calibration process across all shifts
Build and iterate on the training program for new hires and ongoing agent development
What they're looking for
- Own the escalation playbook: define tiers, create response templates, track resolution patterns
- Own the hiring pipeline for billing agents: sourcing, screening, interviews, offers
- Coach Associate Managers on people management, performance conversations, and strategic thinking
- Run performance calibration cycles and make recommendations on promotions, PIPs, and exits
