Billing Support Manager
Cursor is an AI coding-agent product operated by Anysphere, Inc.; it was acquired by SpaceX in August 2026 and continues to operate.
Funding history
About Anysphere, Inc. (doing business as Cursor)
Cursor provides AI-assisted software-development tools, including desktop and CLI coding agents, autonomous cloud agents, code review, and enterprise offerings.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage the APAC billing-support shift, including queue health, escalations, coaching, quality reviews, and scheduling. You will develop quality assurance, training, escalation, hiring, and performance-management programs. You will analyze billing metrics, handle complex payment and subscription issues, and partner with product, engineering, and finance.
Requirements
- 7+ years of customer support operations experience
- At least 2 years of management experience overseeing leads or supervisors
- Experience building QA, training, and escalation programs
- Experience developing people and managing performance
- Analytical skills using data, dashboards, and metrics
- Experience in high-growth environments
- Technical literacy with developer tools, workflows, and debugging
- Billing or payments experience with Stripe, subscription billing, refunds, or disputes preferred
Responsibilities
- Manage approximately 10 billing agents on the APAC shift
- Monitor queues, handle escalations, conduct one-to-ones, perform QA reviews, and manage scheduling
- Own team performance metrics and coach agents
- Handle complex refund, dispute, subscription, and product-bug escalations
- Maintain cross-shift handoffs
- Design and maintain QA rubrics, scoring guides, and calibration processes
- Build and improve new-hire and ongoing training programs
- Define escalation tiers, create response templates, and track resolution patterns
- Own the billing-agent hiring pipeline
- Coach Associate Managers
- Run performance calibration cycles and recommend promotions, PIPs, and exits
- Represent billing operations with product, engineering, and finance
- Own organization-wide billing-support metrics
- Improve technical troubleshooting in training and QA