Telecom Billing Specialist / Telecom Billing Operations Engineer
Circles · India
Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.
Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.
Besides its SaaS business, Circles operates three other distinct businesses:
- Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
- Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.
- Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.
Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.
About the Role
We are looking for a detail-oriented Telecom Billing Specialist / Telecom Billing Operations Engineer to ensure the reliable execution of our end-to-end telecom billing and payment operations. You will play a critical role in ensuring billing accuracy, timely payment processing, operational stability, and continuous improvement of billing processes. This role requires close collaboration with Engineering, Product, Customer Operations, Finance, and external partners to deliver an excellent customer billing experience.
Key Responsibilities
Billing Operations
- Execute and monitor trial and production billing cycles, ensuring accurate bill generation with minimal billing errors.
- Manage monthly bill generation, bill distribution, and daily payment collection activities.
- Process payment reminders and other customer billing notifications.
- Handle billing adjustments including waivers, refunds, credits, and other account corrections.
- Investigate customer billing disputes and manage chargeback investigations.
- Coordinate with debt collection agencies and monitor debtor recovery status.
Operational Excellence
- Ensure all billing operations are completed within defined SLAs across the entire billing lifecycle.
- Investigate production billing issues, perform impact analysis, identify root causes, and coordinate end-to-end resolution.
- Execute operational scripts, procedures, and runbooks to maintain billing and payment accuracy.
- Create, monitor, and complete operational work requests related to billing and payment processing.
- Coordinate with cross-functional teams to ensure successful execution of billing cycle activities.
Testing & Release Support
- Plan, execute, and validate billing and payment test scenarios for application releases, patches, and production changes.
- Participate in production deployments, maintenance activities, and post-deployment verification.
- Support continuous improvements to operational processes, automation, and monitoring.
Reporting & Continuous Improvement
- Analyze customer feedback, NPS trends, and customer service tickets to identify recurring billing issues and improvement opportunities.
- Review payment default trends and collaborate with stakeholders to improve collection performance.
- Prepare and publish weekly and monthly operational KPIs, dashboards, and management reports.
- Provide regular updates on operational status, risks, incidents, and improvement initiatives.
- Drive continuous improvement initiatives to enhance billing accuracy, operational efficiency, and customer experience.
Support
- Take ownership of end-to-end resolution of billing-related incidents across multiple stakeholders.
- Participate in a 24×7 on-call support rotation for critical billing and payment processing issues.
Requirements
Experience
- 5–6 years of experience in telecom billing operations or a similar operational role.
- Experience supporting mission-critical production environments is an advantage.
- Good understanding of telecom billing processes and/or Oracle Communications BRM (Billing and Revenue Management).
- Knowledge of billing, payment, and financial systems.
- Understanding of upstream and downstream system integrations within telecom ecosystems.
- Working knowledge of SQL, relational databases, and Linux/Unix environments is highly desirable.
- Proficiency in Microsoft Excel and the Microsoft Office suite.
- Strong analytical and problem-solving skills with the ability to investigate complex production issues.
- Excellent communication and stakeholder management skills.
- Strong organizational skills with exceptional attention to detail.
- Ability to work effectively in a fast-paced, cross-functional environment.
- Customer-focused mindset with a commitment to operational excellence and continuous improvement.
- Fluency in English is required.
Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.
Data Protection and Privacy Statement
By submitting an application for this position, you, as the applicant, or your authorised representative(s), consent to Circles’ Candidate Data Protection and Privacy Policy. You also agree to the collection, use, and/or disclosure of your personal data by us solely for recruitment purposes as specified in the Policy. You acknowledge that you have read and understood the Policy, are aware of your rights regarding your personal data, and accept the terms relating to international data transfers, where applicable. You further understand that you may withdraw consent at any time, which may affect our ability to consider your application. In instances where your personal data or application is submitted by a third party, it is understood that such third party has been duly authorised by you to disclose the relevant personal data and provide consent on your behalf, and that you have been made aware of this Policy.
To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.
Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.