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◆ 6/10
paymentssupportCustomer Supportremote
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About this role
Join an international IT company as a Billing Support Lead, focusing on B2C subscription and payments. Drive support processes and metrics while collaborating with cross-functional teams.
Description
An international product IT company develops B2C web/mobile subscription products for a global audience in fitness, learning, wellness, and other consumer segments.
Responsibilities
- Develop and scale Billing Support processes, metrics, and service quality
- Directly influence Refund Rate, Saved Cancellation %, and Dispute Win Rate
- Implement AI agents, self-service, and automation in Support
- Collaborate with Head of Payments, Product, Analytics, and Engineering to influence customer journey
- Potential to expand ownership to the entire Customer Support function
Requirements
- Experience in B2C Customer Support / Operations in web/mobile subscription products is mandatory
- Practical experience with billing requests: subscriptions, failed payments, cancellations, refunds, chargebacks / disputes
- 3+ years in Customer Support / Operations, including 1–2+ years of team management
- Experience in improving and scaling Support processes
- Handling a large volume of chats/tickets and metrics like First Response Time, SLA, CSAT
- Practical experience with AI / automation / self-service in Support
- Experience with Zendesk or similar Helpdesk platform
- English — Upper-Intermediate+
Job Details
Market range (est.)$90k–$180k
LocationRemote
AI Score★★★★★★☆☆☆☆ 6/10
RecruiterMargarita Katsalapova
PostedSep 23, 2026 (19d ago)
Tags & Skills
paymentssupportCustomer Supportremote
Tech Stack
billingpaymentscustomer supportoperationsAIautomationself-serviceZendesk
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