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Team Lead

2 weeks ago

Karachi, Sindh, Pakistan DigitalOcean Full time 1,200,000 - 3,600,000 per year

Dive in and do the best work of your career at DigitalOcean. Journey alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you'll find your place here.  We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world. 

As a Team Lead - Billing Ops at DigitalOcean, you will join a dynamic team dedicated to revolutionizing cloud computing and AI. We are seeking a proactive and results-driven Team Lead to oversee our Billing Operations team. This team is responsible for processing and managing around 100,000 customer invoices monthly, addressing customer billing concerns via chats and tickets, resolving incorrect invoices (including issuing refunds), granting payment extensions where necessary, and ensuring all company KPIs are met.

The Team Lead will play a pivotal role in ensuring billing accuracy, customer satisfaction, process efficiency, and team performance.

What You'll Do:

Team Leadership & Management

  • 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.
  • Support scheduling, workload distribution, and shift coverage to ensure smooth operations, including 24/7 support requirements.
  • Promote knowledge sharing, skill development, and cross-training opportunities.

Billing Operations Oversight

  • Ensure uninterrupted processing of invoices (~100k/month) across all shifts, including evenings and weekends, in support of a 24/7 operational model.
  • Oversee resolution of customer concerns related to billing, including chat and ticket escalations.
  • Approve refunds for incorrect invoicing and ensure compliance with company policies.
  • Manage customer payment extension requests, ensuring fair handling and business alignment.
  • Serve as a point of escalation during critical billing incidents, with flexibility to respond outside traditional hours, as needed.

Performance Monitoring & Reporting

  • Track and report on key billing and customer support metrics (e.g., invoice accuracy rate, ticket resolution time, refund turnaround time).
  • Identify trends, recurring issues, and areas for process improvement.
  • Prepare regular reports for management on team performance and operational health.

Process Improvement & Compliance

  • Implement and refine processes to improve efficiency, accuracy, and customer satisfaction.
  • Ensure adherence to financial controls, regulatory requirements, and company policies.
  • Partner with cross-functional teams (Finance, Customer Support, Product) to resolve systemic issues.

Key Metrics:

  • Customer Satisfaction (CSAT)
  • First Response Time (FRT)
  • Avg Handle Time (AHT)
  • Churn KPI
  • Team KPIs
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.
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 when required.
  • Experience guiding and supporting team members, fostering a positive work environment without rigid enforcement structures.
  • Strong analytical and problem-solving skills.
  • Excellent communication skills, both written and verbal.
  • 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 the ability to balance empathy and business needs.
Why You'll Like Working for DigitalOcean
  • We innovate with purpose. You'll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
  • We prioritize career development. At DO, you'll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
  • We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
  • We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program. 
  • We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is an Onsite role

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