Billing Team Call Center Leader

Billing Team Call Center Leader at Constant Contact At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non‑profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities—and we’re just getting started As the Supervisor / Team Lead of the Billing Team, you’ll lead a high‑performing team of Billing Specialists who deliver exceptional customer experiences by resolving billing inquiries, managing subscription adjustments, and ensuring accuracy across customer accounts. You’ll drive operational excellence by coaching, developing, and empowering your team to exceed KPIs in quality, efficiency, and customer satisfaction while fostering a culture of accountability, collaboration, and growth. This role requires a balance of strategic leadership and hands‑on management, leveraging data insights to improve processes, performance, and the overall customer experience. What You’ll Do Lead, coach, and develop a team of ~12 Billing Specialists focused on achieving KPIs across CSAT, schedule adherence, AHT, and quality metrics; assist real‑time support via slack channels. Conduct regular 1:1s, coaching sessions, and performance review meetings with a focus on skill development and accountability. Manage attendance, adherence, and schedule compliance in partnership with WFM. Support hiring, onboarding, and training of new team members in collaboration with Enablement and Training. Provide performance documentation, written feedback, and partner with HR on employee development and corrective actions as needed; analyze trends across billing inquiries, refunds, adjustments, and charge disputes to identify and eliminate root causes. Partner cross‑functionally with Retention, PRP, Finance, and Enablement to streamline processes and enhance the customer journey. Utilize Salesforce, Stripe, and Five9 to monitor performance and identify areas for continuous improvement. Drive adoption of process improvement initiatives aligned with company OKRs and operational goals; champion the voice of the customer by identifying opportunities to improve the billing experience. Ensure all interactions meet compliance, empathy, and accuracy standards. Collaborate with QA and Training teams to calibrate feedback and ensure coaching alignment. Maintain deep understanding of Constant Contact’s products, pricing, billing cycles, and retention policies to guide customers and the team effectively. Who You Are Minimum 3 years of leadership experience in a call center environment (Billing and/or Retention). Experience in a subscription‑based or telecommunications environment required. Proven ability to lead teams to success across CSAT, FCR, and CX metrics. Strong analytical and change management skills with a process‑improvement mindset. Proficiency in Salesforce, Stripe, Five9, IEX, and Verint required. Exceptional written and verbal communication skills; skilled in performance documentation and coaching. Demonstrated success managing attendance, adherence, and performance in a high‑volume support environment. Able to work flexible schedules as business needs require. Certified or trained in Lean, Six Sigma, or other process improvement methodologies. Strong collaboration skills with a history of partnering across multiple departments to improve workflows and outcomes. Empathetic leader who inspires accountability, engagement, and a customer‑first mindset. Proven record of balancing CX excellence with operational efficiency and business results. Pay Transparency – All Full‑Time Employees $56,800—$71,000 USD Why You’ll Love Us We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we’re always working hard to strengthen and improve this culture. Join the experts. If you’re passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities, and professional development opportunities. A generous paid time off policy and a competitive benefits package that supports the health and well‑being of you and your family. Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us. Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Notice to Recruiters and Staffing Agencies: Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee‑based referrals. Any unsolicited resumes sent directly to Constant Contact in any capacity will be considered property of Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume. #J-18808-Ljbffr