Billing Support Team Leader

The Billing Support Team Leader oversees the day-to-day operations of the billing support team. This role is responsible for ensuring customer billing inquiries, invoicing processes, credit adjustments, and account support tasks are executed accurately, timely, and in compliance with internal policies and service level agreements (SLAs).  Core responsibilities: • Manage and monitor daily team operations to ensure all customer billing inquiries, ticket queues, and account processing tasks are completed accurately and on time. • Maintain high quality standards across all client communications, account adjustments, and invoicing activities through regular audits and performance reviews. • Serve as the primary escalation point for complex billing disputes, contract pricing discrepancies, credit adjustments, and account updates. • Supervise, mentor, and train local and remote team members on billing systems, processes, company guidelines, and customer service standards. • Oversee daily case distribution and workflow management within billing software and ERP platforms (such as NetSuite and Salesforce). • Collaborate with internal departments including Sales, Account Management, Customer Success, and Finance to streamline workflows, resolve client issues, and minimize customer churn. • Track, analyze, and report key team metrics (such as ticket resolution times, error rates, and volume) to senior management. • Identify inefficiencies in billing workflows and implement process solutions to streamline operations and enhance accuracy. • Document standard operating procedures (SOPs) and billing workflows, ensuring all team documentation and training materials remain accurate and up to date. • Drive continuous improvements in the internal control environment surrounding billing, account adjustments, and revenue reporting. • Leverage billing and ERP systems to maximize workflow automation and boost overall data accuracy. • Coordinate onboarding programs for new hires and provide ongoing training to keep the team updated on policy changes and system enhancements. • Assist with ad-hoc financial projects, system testing, and operational audits as required by business needs. • Degree in a Business related discipline (Management, Business, Finance) or any equivalent qualification • 3+ years of experience in billing operations, invoicing, or financial support, with at least 1–2 years in a team lead or supervisory capacity.  • Proficiency in MS Excel (pivot tables, lookup functions) and hands-on experience with billing platforms or ERP software (e.g., NetSuite, Salesforce).  Required skills and competencies The Billing Support Team Leader should have: • Leadership & Coaching: Ability to guide, motivate, and direct a team to meet operational goals. • Communication: Excellent written and verbal communication skills across all organizational levels. • Results & Problem-Solving: Goal-oriented mindset focused on hitting KPIs and resolving complex billing issues. • Autonomy & Drive: Self-motivated, proactive, and capable of working independently with strong ownership. • Integrity & Diplomacy: Honest, dependable, and tactful when managing sensitive financial data and client escalations. • Adaptability: Positive, resilient attitude with the ability to thrive in a fast-paced environment. Location:  Ebene, Mauritius Starting date:  Asap Position:  Permanent (after 6 months probation) Everyone at EcoVadis contributes to a culture of trust, respect and empowerment. Our growing team in Mauritius is full of talented professionals from various fields who all share a desire to make an impact. We offer competitive salaries and support personal growth from day one with extensive onboarding, mentoring and a brand new e-learning platform burstin