Manager, Billing Operations
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Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always‑on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI‑enhanced support for the more complex or high‑touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What I will be doing
* Team Leadership
o Build, coach, and develop a team of billing and cash collection specialists, fostering a culture of accountability, quality, and continuous improvement.
o Set team objectives aligned with functional goals and company’s strategy, set individual performance goals for team members, conduct regular performance reviews, and manage resource allocation to ensure goals are met.
* Lead Billing Operations and Cash Collection
o Manage day‑to‑day global billing operations across multiple regions and currencies, ensuring timely and accurate processing of customer invoices, application of payments and credits.
o Manage concession requests and billing disputes.
o Manage team’s conversations with customers in Intercom inboxes.
o Oversee the cash collection process, minimize overdue accounts, implement strategies to reduce bad debt and decrease DSO.
* Cross‑Functional Partnership
o Collaborate with GTM, Support, Pricing, Revenue Accounting teams to ensure alignment on goals and policies across pricing, invoicing, collections, concessions, and revenue recognition. Support GTM initiatives such as the introduction of new products and new price plans, sales through new channels like AWS Marketplace and Ebanx in LATAM.
o Collaborate with Revenue Accounting on complex sales deals and Deal Desk to ensure accurate processing in the billing system and hand‑off to the Revenue Accounting team.
o Collaborate with the Revenue Accounting team and Data Engineers on Bookings‑to‑Billings ARR reconciliation to ensure all deals are timely invoiced and captured in ARR reports.
o Collaborate with Finance on the forecast process for invoicing and cash collection, explaining billing trends and collection trends and analyzing forecast‑to‑actual variance.
* Influence Order‑to‑Cash Systems Roadmap
o Serve as a key stakeholder for billing‑related tools and integrations (Salesforce, Stripe, Tesorio).
o Partner with GTM Systems, Billing Engineers, Finance Systems teams to build a roadmap for new features and functionality and support Intercom’s strategy.
* Continuous Process Improvement
o Identify, design, and implement process improvements that reduce errors, accelerate cash collection, improve the customer experience, and eliminate toil for the team.
o Ensure proper billing systems configuration, integration with downstream systems (e.g., Tesorio, NetSuite), and optimization for efficiency.
o Increase the involvement of Fin AI Agent in AR operations, increase conversation resolution rate, and implement Fin Actions or other AI solutions to automate routine manual tasks.
* Oversee Financial Reconciliations and Analyses
o Cash reconciliation between bank and Stripe Billing.
o Invoice, credit memo, payment and refund reconciliations between Stripe Billing and NetSuite ERP.
o Accounts Receivable Aging reconciliation between Stripe, NetSuite, and Tesorio.
o Bad debt analysis.
* KPI Reporting
o Build sustainable and repeatable KPI reporting to manage order‑to‑cash process, measure health of the billing system, and assess team performance (e.g., billing cycle time, invoice error rate, disputes, time to resolve disputes, DSO, % of invoices paid within agreed terms, bad debt write‑off ratio, message volume, average response time, conversation throughput, etc.).
o Fin‑specific KPIs focusing on increased automation (e.g., involvement rate, resolution rate, CSAT).
* Governance & Compliance
o Support annual audits, including direct interaction with external auditors. Lead preparation of audit packages, reconciling customer invoices to sales contracts and usage‑based charges to usage reports.
o Create and implement internal controls to ensure accuracy of invoices created by the billing system and timeliness of reporting in financial records.
What skills do I need
* 7+ years of experience in billing operations, order‑to‑cash, or Accounts Receivable management, with at least 3+ years managing Accounts Receivable, Collections, and Billing Operations teams.
* Expertise in coaching teams, developing talent, and managing performance.
* Experience in managing conversations with customers, dispute resolution, and concessions.
* Experience collaborating with Deal Desk and Accounting Teams, IT or teams responsible for billing and GTM systems.
* Experience supporting complex Enterprise sales deals with non‑standard terms.
* Deep understanding of Order‑to‑Cash process in subscription and usage‑based business models and systems (e.g., Salesforce CRM, Stripe Billing, NetSuite ERP, Tesorio, bank portals, vendor portals, AWS Marketplace).
* Strong analytical and reporting skills; experience building models, reports, and dashboards in Excel or BI tools (e.g., Tableau) for KPI reporting.
* Experience presenting team KPIs to executives (e.g., decks for Controller, CAO, CFO, business review meetings).
* Excellent communication and stakeholder management skills, translating operational complexity into clear insights and actions.
* Process‑design skills; proven ability to improve efficiency through automation and tooling, including AI.
* Experience collaborating with IT and Engineering teams, driving systems improvement roadmap with stakeholders.
* Proven track record of quickly learning new complex processes.
* Demonstrated experience executing on cross‑functional initiatives spanning Finance, GTM, and Support.
* Ability to translate the company’s strategy into operational tasks for the team.
* Exceptional attention to detail, operational rigor, and problem‑solving ability under pressure.
* Experience in high‑growth or global SaaS environments required.
* Familiarity with AI‑enabled process improvement tools is a plus.
Benefits
* Competitive salary and equity in a fast‑growing start‑up.
* We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
* Regular compensation reviews – we reward great work!
* Pension scheme & match up to 4%
* Peace of mind with life assurance, and comprehensive health and dental insurance for you and your dependents.
* Flexible paid time off policy.
* Paid maternity leave, and 6 weeks paternity leave for fathers.
* If you’re cycling, we’ve got you covered on the Cycle‑to‑Work Scheme with secure bike storage.
* MacBooks are our standard; we also offer Windows for certain roles when needed.
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non‑work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Seniority Level
* Not Applicable
Employment Type
* Full‑time
Job Function
* Management and Manufacturing
Industries
* Technology, Information and Internet
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Dublin, County Dublin, Ireland
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