About Roadpost: 

Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage. From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts, Roadpost’s customers have many faces, but a common concern - the need for reliable communications that they can access anywhere. 

Roadpost has over 90 employees between our Toronto and Seattle offices, serving over 140,000 subscribers. Our growth has come organically, through acquisition, and through innovative and proprietary product introductions. We value innovation, teamwork, and an entrepreneurial ability to get things done. 

We invite you to get to know more about us: www.roadpost.com, www.bluecosmo.com, and www.zoleo.com. 

Summary:  

The Billing and Administration Team Lead (12-month Contract) oversees a team dedicated to billing, administrative and order support tasks, and sales channel operations within the wireless and satellite communication industry. This hands-on role ensures accurate and timely support, addresses escalated issues, and fosters team development.

The position reports to the Senior Manager, Customer Experience, and operates in a hybrid work environment. 

Key Responsibilities: 

Leadership & Operational Oversight 

• Supervise daily operations in billing, administration, order approval, and corporate/wholesale sales channel support. 

• Monitor team workflows across communication channels (phone, email, live chat) to ensure compliance with service level agreements (SLAs) and proper prioritization. 

• Manage team schedules to maintain operational efficiency. 

• Act as the primary escalation point for complex customer issues, balancing customer needs with company policies. 

• Mentor and coach team members, promoting a culture of continuous improvement. 

Billing & Administrative Support 

• Address complex billing inquiries, account adjustments, and payment disputes in line with company policies. 

• Guide account setup, auditing, and modifications for corporate and government accounts, affinity partners, and wholesale partnerships. 

• Collaborate with team members to identify and resolve systemic billing or administrative issues. 

• Stay informed about company pricing updates, policies, and processes in a wireless communications usage-based environment. 

• Coordinate with billing and finance teams to enhance customer support. 

Risk and Order Review 

• Oversee the risk and order review process, evaluating orders for potential fraud or compliance issues. 

• Act as a liaison between sales and finance teams to balance risk management with customer advocacy. 

• Resolve cases of fraud, chargebacks, and payment disputes, ensuring proper documentation. 

• Work with relevant teams to improve risk assessment processes. 

Corporate & Wholesale Sales Channel Support 

• Support corporate and wholesale sales teams by aligning operational processes. 

• Address inquiries and escalations related to contracts, affinity partners, sales agencies, and wholesale/retail accounts. 

• Assist with complex billing or account implementations. 

• Provide insights to enhance service delivery in corporate account management. 

Process Improvement & Knowledge Management 

• Analyze team performance and workflows to identify areas for operational improvement. 

• Contribute to the development and maintenance of support content, including standard operating procedures (SOPs) and knowledge base articles. 

• Collaborate with internal stakeholders to streamline operations. 

Customer Advocacy & Communication 

• Ensure a customer-first approach by balancing advocacy with company policies. 

• Provide guidance to customers, building trust while addressing escalated concerns. 

• Identify customer pain points and suggest enhancements to products, services, or policies. 

Training & Development 

• Support training and onboarding programs for new and existing staff. 

• Enhance team expertise in billing systems, processes, and industry-specific knowledge. 

• Conduct performance evaluations, set SMART goals, and provide actionable feedback. 

• Collaborate with the team trainer to improve training content and identify areas for development. 

• Perform ticket auditing to ensure quality and compliance with internal standards. 

Qualifications & Skills: 

• Experience: 3-5 years in billing, administration, or customer support roles, with at least 1 year in a leadership capacity. 

• Industry Knowledge: Familiarity with airtime-based billing, corporate/wholesale accounts, and sales agencies. 

• Leadership Skills: Proven ability to mentor and manage a high-performing team. 

• Customer Advocacy: Strong customer advocacy skills, balancing customer satisfaction with company policies. 

• Technical Proficiency: in tools such as Zendesk, Microsoft Office, and CRM platforms; experience with billing systems is advantageous. 

• Problem Solving: Analytical mindset with problem-solving abilities. 

• Communication: Excellent verbal and written communication skills. 

• Education: Post-secondary degree or equivalent experience in business, technology, or a related field. 

Nice to Have:  

• Additional languages are considered an asset (French, Spanish). 

• Telecom or networking solutions experience. 

• Experience supporting hardware products.  

What we Offer:  

• Competitive base salary 

• Completion bonus

• 3 weeks’ vacation 

• Hybrid work model