Billing Operations Manager

Location: London; Ireland; New York; Poland; United Kingdom Workplace: Remote ABOUT ELEVENLABS ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $22B - multiples of 11, always. We have expanded from voice into three main platforms: - ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale. - ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages. - ElevenAPI gives developers access to our leading AI audio foundational models. Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex-founders. If you want to work hard and create lasting positive impact, we want to hear from you. HOW WE WORK - High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy. - Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you. - AI first: We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations. - Excellence everywhere: Everything we do should match the quality of our AI models. - Global team: We prioritize your talent, not your location. WHAT WE OFFER - Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible. - Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities. - Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend. - Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose. - Annual team offsite: Each year, we bring your entire team together in a new location - past offsites have included Croatia, Italy and Cancún - Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend. ABOUT THE ROLE ElevenLabs is scaling fast – new enterprise customers, new products, new markets. The Billing Operations Specialist is the person who makes sure every deal that closes is reflected correctly in our systems. This is an operational ownership role, sitting at the intersection of Sales, Customer Success, Finance, and Engineering – responsible for the full billing lifecycle of our enterprise accounts, from provisioning a new customer on day one to cleanly closing out a churned account. You'll resolve discrepancies before customers notice them, catch configuration drift before it becomes a revenue problem, and build the processes that make billing feel invisible to everyone else. You'll also work on projects and programs that evolve the sophistication of our billing processes and our tooling, and help with things like pricing migrations and other critical efforts. The ideal person is someone who is obsessive about accuracy and automation, comfortable navigating ambiguity, and energized (not frustrated) by the complexity of managing billing at scale across thousands of accounts. Provisioning - Translate closed-won deals from Salesforce into correctly configured subscriptions in our billing platforms, such as Stripe – pricing plan, billing interval, contract start date, trial periods, discounts - Own the reconciliation between executed order forms and what's been requested for provisioning; work with Sales and Legal to resolve any gaps - Partner with Engineering to identify automation opportunities and build guardrails that make provisioning faster and more accurate over time Subscription & account management - Process mid-cycle changes and manage renewal mechanics – upgrades, downgrades, seat changes, plan switches, and so on. - Handle offboarding cleanly: close subscriptions, issue final invoices or credits, ensure no residual billing - Resolve invoice discrepancies raised by customers or flagged by the Customer Success team – incorrect amounts, missing credits, misapplied discounts Revenue integrity - Run periodic audits of active subscriptions to verify billing matches contracted terms - Identify and remediate ghost subscriptions, duplicate customers, and orphaned invoices - Support month-end and quarter-end close by reconciling billing platforms with Finance's records - Surface pricing or configuration anomalies to relevant teams. REQUIREMENTS Must-have - 2-5 years in billing operations, revenue operations, finance operations or a similar role supporting B2B or enterprise customers (adjust the range for level) - Hands-on experience with a subscription billing platform, ideally Stripe Billing or similar (Chargebee, Zuora, Recurly), including subscriptions, invoices, credits, coupons and billing intervals - Experience turning closed-won deals and order forms into correct billing configurations (pricing plan, start date, trial, discounts) - Strong attention to detail and a record of catching discrepancies before customers do - Can read a contract or order form and spot gaps against what was requested for provisioning - Experience reconciling billing data to finance records, including supporting month-end or quarter-end close - Comfort working with Salesforce (or another CRM) as the source of truth for deals - Clear written communication and ability to work across Sales, Customer Success, Finance, Legal and Engineering - Comfortable with ambiguity and with managing a high volume of accounts without losing track Strong plus - Experience with usage-based or hybrid pricing - Familiarity with SQL, spreadsheets at scale (pivots, lookups), or BI tools, for audits and reconciliation - Experience building automation or scripts, or partnering with Engineering on guardrails (APIs, webhooks, no-code tools) - Experience running subscription audits, such as finding ghost subscriptions, duplicate customers and orphaned invoices - Experience with pricing migrations or billing-system migrations - Exposure to ASC 606 or revenue recognition basics - Experience with a quote-to-cash stack (CPQ, contract management, ERP such as NetSuite) - Experience at a high-growth SaaS or AI company LOCATION This role is remote-first, so it can be executed from anywhere in the United States or Europe. #LI-remote We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or other legally protected statuses.