Billing Operations Lead

Sell what you love. For us and millions of users across the globe, that’s Spotify. Join the Sales team and you’ll build the relationships that help grow our business in existing markets and beyond. We don’t just sell creative solutions to our clients and partners, we help to shape them; using our expert knowledge of ad products, sales channels and the industry to impact the way the world experiences music and podcasts. We are looking for a Billing Operations Lead to oversee billing operations across our self-serve and direct buying channels. In this role, you will manage vendor billing support teams handling advertiser queries, partner closely with Finance and Accounting to build scalable billing systems and processes, and collaborate with Fraud teams to identify and address suspicious activity. You’ll be a key point of contact for billing escalations and play an important role in ensuring billing accuracy, compliance, and a positive advertiser experience. What You'll Do Manage and oversee the day-to-day operations globally of the outsourced billing support teams across Spotify Ads Manager and Direct buying channels, ensuring advertiser billing queries are handled accurately and within SLA. Serve as the primary escalation point for complex billing issues, including invoicing disputes, credit adjustments, and billing setup queries. Ensure escalations are resolved efficiently by the support team and communicated clearly to all stakeholders. Create and manage the end-to-end invoicing process, including setting up advertisers on invoicing, reissuing invoices and resolving billing disputes in collaboration with the vendor support team. Partner with Finance and Accounting teams to design, implement, and improve billing systems, workflows, and processes that support scale and accuracy across both self-serve and direct sales channels. Understand and set up training and processes according to country-specific guidelines for invoicing. Collaborate with Spotify’s Fraud teams to identify fraudulent advertiser activity, investigate suspicious accounts, and take appropriate action to protect the platform and our advertising partners. Own and maintain billing-related documentation, process guides, and training materials used by the outsourced billing support team. Ensure all content is accurate, up-to-date, and aligned with current billing policies and procedures. Identify knowledge or skill gaps within the outsourced billing team and work with their training teams to develop onboarding programs and continuous learning opportunities. Support the QA process for billing support agents by reviewing cases, identifying trends in billing errors, and flagging opportunities for process improvements or additional coaching. Spot operational inefficiencies or recurring billing issues and propose actionable solutions to improve support quality, reduce disputes, and streamline billing operations. Work cross-functionally with Product, Sales Systems and Tooling, Finance, Accounting, Legal, and other teams to align on billing policy changes, new product launches with billing implications, and system updates. Who You Are You have 5+ years of experience in billing operations, revenue operations, financial operations, or a related field You have experience working with global vendor support teams across multiple time zones You understand billing and invoicing processes, including invoice generation, adjustments, and dispute resolution You have worked with Finance and Accounting teams to build or improve operational processes You are comfortable navigating fraud detection or compliance-related workflows and partnering with relevant teams You take a proactive approach to identifying issues and improving processes before they scale You bring strong attention to detail and care about accuracy, documentation, and compliance You communicate clearly and collaborate effectively across a range of stakeholders Where You'll Be We offer you the flexibility to work where you work best! For this role, you can be within the Eastern Standard time zone. The United States base range for this position is $91,395–$130,564 USD, plus equity. The benefits available for this position include health insurance, six-month paid parental leave, 401(k) retirement plan, monthly meal allowance, 23 paid days off, paid flexible holidays, and paid sick leave. These ranges may be modified in the future. Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens. At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.