Customer Operations and Success Specialist

About Kaseya

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.

We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.

At Kaseya, we don't just raise the bar. We build it.

What You'll Do

As a Senior Customer Operations & Success Specialist, you will play a critical role in supporting complex billing operations across the EMEA region. Leveraging your expertise in customer and billing operations, you will resolve high-impact customer issues, collaborate with cross-functional stakeholders, identify opportunities for operational improvement, and help drive initiatives that elevate the customer experience while ensuring efficient and scalable billing processes.

Customer Issue Resolution

• Serve as a primary escalation point for complex or high-impact customer billing issues.
• Drive timely and effective resolution of billing disputes while ensuring a positive customer experience.
• Manage sensitive or business-critical customer matters through to completion.
• Partner with internal stakeholders to resolve cross-functional billing and operational challenges.

Process Improvement

• Identify inefficiencies, recurring issues, and operational bottlenecks within billing workflows.
• Lead initiatives that improve operational processes, reduce friction, and increase team efficiency.
• Conduct root cause analysis and implement corrective actions to address systemic issues.