Supervisor, Carrier Billing And Customer Service

The Supervisor, Carrier Billing and Customer Service will build and run the operating structure for a developing carrier billing and customer service unit, not simply inherit a mature CS model. This role creates SOPs, KPIs, queue management routines, quality controls, escalation paths, and team expectations so inquiries, billing exceptions, reconciliations, and escalations are handled accurately and consistently. The Supervisor works with moderate independence within established policies, using data and judgment to prioritize work, coach the team, and turn an emerging function into a reliable, measurable operation.

Primary Duties and Responsibilities

20% - Build and lead the carrier billing and customer service operating model, including intake, queue management, ownership expectations, escalation paths, and day-to-day coverage for billing inquiries and exceptions.

20% - Create, document, and continuously improve SOPs, knowledge content, QA standards, and audit-ready controls for carrier billing and customer service workflows.

20% - Define, implement, and monitor KPIs for SLA performance, quality, productivity, aging, defect trends, and customer/carrier experience outcomes.

15% - Supervise and coach customer service team members; establish team routines, distribute work, provide feedback, and support onboarding and ongoing training.

15% - Own escalations and complex billing or customer issues, partnering with Finance, Operations, Product, Compliance, and external carrier contacts to resolve root causes.

10% - Identify process improvements, automation opportunities, and reporting needs that stabilize the unit, improve transparency, and reduce preventable defects.

Compliance with all applicable laws and regulations

Other duties as assigned