Billing Support Team Leader

About the role

EcoVadis, a provider of business sustainability ratings, is hiring a Billing Support Team Leader in Ebene, Mauritius. The role oversees the day-to-day operations of the billing support team, ensuring customer billing inquiries, invoicing, credit adjustments and account support are handled accurately, on time and in line with internal policies and SLAs. The position is permanent after a 6-month probation period, with a starting date as soon as possible.

Key responsibilities

• Manage and monitor daily team operations, ticket queues and account processing tasks
• Maintain quality standards through regular audits and performance reviews
• Serve as the main escalation point for complex billing disputes, contract pricing differences, credit adjustments and account updates
• Supervise, mentor and train local and remote team members on billing systems, processes and customer service standards
• Oversee case distribution and workflow in billing software and ERP platforms such as NetSuite and Salesforce
• Collaborate with Sales, Account Management, Customer Success and Finance to resolve client issues and reduce churn
• Track and report team metrics (resolution times, error rates, volume) to senior management and drive continuous improvement
• Document SOPs and workflows, coordinate onboarding and training, and assist with ad-hoc financial projects, system testing and audits

Required profile

• Degree in a business-related discipline (Management, Business, Finance) or equivalent
• 3+ years in billing operations, invoicing or financial support, with at least 1-2 years in a team lead or supervisory role
• Leadership, communication, problem-solving, autonomy and adaptability

Required skills

• MS Excel (pivot tables, lookup functions)
• Billing platforms or ERP software such as NetSuite and Salesforce

What we offer

• Office and IT equipment, flexible working hours and wellness allowance
• Mental health support, referral bonus, learning and development, travel/vacation grant and annual performance bonus
• Hybrid work, remote work from abroad, pension contributions, optional private health coverage and internet/electricity allowance