Team Lead

Overview

Team Lead - Billing Operations at DigitalOcean. Lead the Billing Operations team responsible for processing and managing invoices, addressing billing concerns, resolving incorrect invoices (including refunds), granting payment extensions, and ensuring KPI targets are met. The role supports a 24/7 operational model and involves managing approximately 100,000 customer invoices monthly.

Responsibilities

• Lead, mentor, and motivate a team of billing specialists to achieve individual and team KPIs.
• Conduct regular performance reviews, provide coaching, and implement development plans.
• Foster a positive, collaborative, and high-performance team culture.
• Assist with scheduling, workload distribution, and shift coverage to ensure smooth operations, including 24/7 support requirements.
• Promote knowledge sharing, skill development, and cross-training opportunities.
• Ensure uninterrupted processing of invoices across all shifts, including evenings and weekends.
• Oversee resolution of customer billing concerns via chat and ticket escalations.
• Approve refunds for incorrect invoicing and ensure compliance with company policies.
• Manage customer payment extension requests in a fair and business-aligned manner.
• Serve as a point of escalation during critical billing incidents with flexibility to respond outside traditional hours.
• Track and report on key billing and customer support metrics; identify trends and areas for process improvement; prepare regular reports for management.
• Implement and refine processes to improve efficiency, accuracy, and customer satisfaction; ensure adherence to financial controls and regulatory requirements; partner with cross-functional teams to resolve systemic issues.

Qualifications & Skills

• Proven experience (5+ years) in billing operations, accounts receivable, or financial operations.
• Minimum 1–2 years in a leadership or supervisory role within an operational or customer-facing environment.
• Comfortable working within a 24/7 operational environment, with flexibility to address escalations outside standard business hours.
• Experience guiding and supporting team members, fostering a positive work environment.
• Strong analytical and problem-solving skills; excellent written and verbal communication.
• Proficiency with billing systems, CRM platforms, and Excel/Google Sheets.
• Ability to manage high-volume, time-sensitive operations with attention to detail.
• Customer-focused mindset with empathy and business awareness.

What You'll Add To DigitalOcean

• Improved operational efficiency in large-scale billing processes.
• Enhanced customer experience through faster, accurate, and empathetic issue resolution.
• Strong team performance and development through effective leadership.
• Reduced financial errors and better compliance adherence.
• A data-driven approach to identifying trends and implementing impactful solutions.

Why You'll Like Working for DigitalOcean

• We innovate with purpose—be part of a cutting-edge technology company simplifying cloud and AI.
• We prioritize career development with growth opportunities and resources for continued learning.
• We care about well-being with competitive benefits, time off policies, and local variations by location.
• We reward our employees with competitive base salary, potential bonuses, and equity compensation where applicable.
• We value diversity and inclusion as an equal-opportunity employer; we do not discriminate based on race, religion, color, national origin, caste, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
• Onsite role with related location-based specifics.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management

Industries

• Internet Publishing

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