Team Lead, Customer Care

Job Overview:

What You’ll Be Doing at Cloudways – A DigitalOcean Company:

• Manage day-to-day billing operations, ensuring timely and accurate resolution of customer billing queries and issues.
• Develop, maintain, and update billing and abuse prevention SOPs to ensure consistent billing practices.
• Create strategies to enhance team performance and productivity, resulting in improved customer retention and satisfaction.
• Manage team performance through weekly 1-1 performance check-ins and quarterly performance goals (OKRs), including identifying individual development plans.
• Report on billing metrics and trends to senior leadership, providing recommendations for improvement.
• Reconcile custom discounts and test monthly invoices for accuracy with the engineering team.
• Suggest timely improvements to billing products and processes to reduce workload and improve customer experience.
• Monitor monthly unpaid recovery and implement initiatives to reduce the unpaid amount.
• Work with senior leadership to develop and implement training programs for new hires and ongoing professional development for the Billing Team.

Requirements:

• Bachelor’s degree, preferably in Computer Science, Electronics, or Telecommunication.
• Minimum of 3-5 years of experience in managing a team of 10+ people, preferably in the SaaS industry.
• Prior experience in web hosting or SaaS companies is mandatory.
• Strong English communication skills, both written and verbal, with native fluency and the ability to listen effectively.
• Strong analytical skills and ability to use data to drive decision-making.
• Basic knowledge of Customer Success Metrics such as churn, MRR, ARPU, expansion, and advocacy.
• Remote work experience is a plus.
• Strong customer empathy and ability to ask the right questions to uncover customer pain points.
• Proactive problem solver with a thirst for learning.
• Consultancy skills and ease with data.
• Strong ownership and resilience to pressure.

• We reward our employees. The salary range for this position is based on relevant years of experience and skills. Employees 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 grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. In Pakistan, these include health insurance, unlimited vacation, retirement benefits, a generous parental leave program, and additional resources to support employees’ overall well-being. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.