Google Cloud Billing Operations Specialist | GCP Billing | Escalation

Role & responsibilities

Handle GCP billing consults, customer escalations, and cloud financial support inquiries.
Perform RCA for billing issues, escalations, and customer experience metrics.
Approve refunds, credits, and manage complex billing operations.
Monitor operational KPIs such as IRT, TRT, FTR, SDR, CES, and Quality.
Collaborate with Engineering, Finance, and Support teams for issue resolution.
Support customers on billing accounts, pricing contracts, CUDs, and billing exports.
Ensure SLA/SLO adherence, accurate documentation, and high customer satisfaction.
Conduct knowledge-sharing sessions and contribute to process improvement initiatives.

Preferred candidate profile

Preferred candidates should have experience in GCP Billing, Cloud Support, Billing Operations, FinOps, Escalation Management, or Technical Support. Candidates with hands-on exposure to billing analytics, BigQuery, refunds/credits, RCA, customer escalations, and cloud cost management are highly preferred. Google Cloud Digital Leader and Associate Cloud Engineer certifications are mandatory.