Supervisor, Billing Operations

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Supervisor, Billing Operations. About the job We are seeking an experienced Billing Supervisor to support end-to-end order processing, invoicing, and post-billing communications for sales teams and customers. In this role, you will work closely with Deal Operations, Revenue Accounting, Collections and Sales to ensure smooth contract execution and issue resolution. You will directly lead and support an operational team based in Mexico while collaborating cross-functionally with global counterparts across the United States, Ireland, and India. Responsibilities In this role, you’ll: • Lead and supervise an international team of analysts and senior analysts handling post-billing communications, invoice portal processing, and issue remediation. • Oversee daily order management, billing, and communications to ensure timely invoicing, precise contract provisioning, and rapid issue remediation while holding the team accountable to key SLAs. • Serve as an escalation point for billing, collections, and order management inquiries, delivering timely resolutions for both internal stakeholders and external customers. • Review and validate customer contracts across multiple internal systems to maintain data integrity and accurate financial reporting. • Execute and own SOX-compliant month-end reconciliations for billing and provisioning, ensuring full data completeness and accuracy. • Coordinate and fulfill audit deliverables for internal/external auditors and tax consultants during quarterly and annual reviews. • Drive continuous operational improvements, participate in system enhancement initiatives, and lead new process implementations. • Onboard, train, and mentor team members to maintain high operational standards across the team. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: • 5+ years experience in a billing operations role • Experience with Salesforce • Experience with supporting team members from a supervisory standpoint • Excellent communication skills for internal and external stakeholders • Proficiency in Excel • Strong attention to detail • Ability to prioritize and multitask throughout high volume order processing • Ability to identify, analyze, and resolve issues independently • Collaborative working style and experience working cross-functionally • Ability to support flexible timezone meetings periodically • Excellent written, and verbal communication skills in English Desired: • Experience working in the SaaS/technology industry • Experience working with an international team • Knowledge of and experience with SOX controls • Experience with Zuora Location This role will be remote, and based in Mexico City, Mexico. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. . Stay alert to recruitment fraud We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps. . Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally p