Senior Customer Operations and Success Specialist

The role

You will support complex billing operations across the EMEA region. You will resolve high-impact customer issues, improve operational processes, and collaborate with cross-functional stakeholders.

What you will do

• Serve as a primary escalation point for complex or high-impact customer billing issues.
• Drive timely and effective resolution of billing disputes.
• Identify inefficiencies and operational bottlenecks within billing workflows.
• Lead initiatives to improve operational processes and increase team efficiency.
• Partner with Billing, Collections, Product, IT, and Go-To-Market teams.
• Analyze customer feedback, case data, and operational metrics to identify trends.
• Act as the voice of the customer within internal discussions.
• Lead or contribute to cross-functional projects focused on customer experience improvement.
• Document and maintain operational procedures and process documentation.
• Serve as the primary billing operations support resource for Strategic and Distributor accounts across EMEA.

Required qualifications

• Bachelor's degree in Business, Finance, Operations Management, Accounting, or a related field, or equivalent professional experience.
• 3-5 years of experience in billing operations, financial operations, customer operations, or a related field.
• 1-2 years of experience leading, supervising, mentoring, or managing operational teams.

Nice to have

• Experience within a SaaS or subscription-based business environment.
• Strong understanding of subscription billing, recurring revenue models, and customer lifecycle management.
• Experience supporting billing, invoicing, collections, or related financial operations functions.
• Excellent verbal and written communication skills, with the ability to collaborate effectively across teams and time zones.
• Strong analytical and problem-solving skills, with experience using data to identify trends and drive decision-making.
• Hands-on experience with Salesforce (SFDC), Service Cloud, or comparable CRM and case management platforms.
• Experience working with ERP or financial systems such as NetSuite, Oracle, or similar accounting platforms.
• Proficiency with reporting and analytics tools including Microsoft Excel, Power BI, Tableau, or similar business intelligence platforms.
• Experience working with outsourced service providers or BPO partners.
• Experience working within a multinational organization and supporting geographically dispersed teams.

About the company

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Founded in 2000, the company supports customers in more than 20 countries.