Overview
The Billing & Customer Support Team Lead is responsible for the delivery of services and projects related to billing, customer and consumer support, ensuring operational excellence, continuous improvement, and customer satisfaction. This role leads the resolution of sales orders, billing, order fulfillment, pre- and post-sales support, and manages the complete customer experience, including dispute and complaint resolution. The position drives process optimization, KPI achievement, and cross-functional collaboration with sales, operations, finance, supply chain, and marketing teams.
Key Outcomes and Accountabilities
- Implement and supervise standard, sophisticated, and customized billing processes aligned with commercial offers and customer contracts.
- Resolve billing disputes and escalated customer issues (internal and external), ensuring SLA compliance.
- Facilitate the receipt, coordination, processing, and resolution of all sales orders and support transactions.
- Maintain direct contact with customers to define billing requirements, manage master data, pricing, inquiries, and complaints.
- Lead, motivate, and develop a team of 8-15 people, ensuring quality service delivery in a helpdesk environment.
- Develop and monitor KPIs and operational metrics, presenting results and action plans to business areas.
- Participate in the design, mapping, testing, and implementation of new projects and systems.
- Handle the area\'s payroll and expense budget.
- Conduct call quality audits and provide feedback to the team.
- Establish business relationships with internal areas (Fuels, Marketing, Sales, Finance, etc.) and external partners.
- Implement continuous improvement projects and lead internal customer service initiatives.
- Act as an escalation point for critical business, partner, and customer issues.
- Be responsible for training and development of team members.
- Ensure compliance with work schedules and labor policies.
- Use analytical skills to identify trends, root causes, and propose solutions.
- Manage team performance on key metrics: adherence, utilization, customer satisfaction, first call resolution, service level compliance.
- Support Order to Cash workflow and collaborate with AR&C; teams to resolve billing defects.
Requirements
- Bachelor\'s degree in Business or related field (preferred)
- Minimum 3 years of experience in billing support or customer service in Order to Cash processes (master data, pricing, billing, tax, accounts receivable, etc.)
- 2 years\' experience using service center tools: CRM, ERP, telephony, Workforce Management, etc.
- Experience leading teams in contact centers, customer service, or technical helpdesk
- Experience in order fulfillment or supply chain (preferred)
- Strong skills in Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Fluency in Spanish and English (required)
- Excellent verbal and written communication skills
- Ability to manage multiple priorities and adapt to change
Why join us
At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.
There are many aspects of our employees\' lives that are meaningful, so we offer benefits to enable your work to fit with your life. These benefits can include versátil working options, a generous paid parental leave policy, and excellent retirement benefits, among others!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Travel Requirement
No travel is expected with this role
Relocation Assistance:
This role is not eligible for relocation
Remote Type:
This position is a hybrid of office/remote working
Skills
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer Service, Customer-Support, Customer Value Proposition, Digital Fluency, Resilience, Self-Awareness, Sustainability awareness and action, Understanding Emotions, Workload Prioritization
Legal Disclaimer
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp\'s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.
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📌 Customer & Billing Team Lead
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📍 Ciudad Cuauhtémoc