Billing Support Specialist
Now we are looking for a Billing Support Specialist to join our team, where you'll manage billing-related customer inquiries, process refunds, cancellations, and chargebacks, and help protect our revenue and account integrity while delivering a smooth, transparent payment experience for our users.
What you’ll do:
- Effectively address customer inquiries via live chats, emails, and tickets in Zendesk (specializing in billing issues, subscription management, and payment troubleshooting).
- Process refunds, cancellations, chargebacks, and pre-chargeback alerts (Ethoca, Verifi, RDR) to mitigate revenue loss and protect account integrity.
- Report and escalate requests to QA and Development teams to improve the overall quality of our products.
- Update customer-facing Knowledge Base articles for new feature releases and maintain internal support documentation to ensure rapid team onboarding.
Who you are:
- 2+ years of experience in Customer Support with a dedicated focus on Billing, Fintech or Subscription Management (SaaS, E-commerce, Mobile, or Gaming).
- Solid understanding of payment processing, recurring billing models and major payment providers.
- Hands-on experience processing refunds, cancellations, chargebacks, and managing pre-chargeback alert systems.
- English - at least strong Upper Intermediate.
- Advanced hands-on experience with ticketing and live chat platforms (Zendesk, Intercom, Freshdesk).
Would be a plus:
- Hands-on experience using Jira (or similar tools like ClickUp/Linear) to create detailed bug reports and track payment-related software issues.
- Experience collaborating directly with QA and Engineering teams.
We offer:
Remote-First culture: We provide a flexible working schedule and you can work anywhere in the world.
Health taking care program: We provide Health insurance, mental health support (psychologist compensation), sport compensation, and 20 paid sick days.
Personal Equipment Policy: We provide all necessary equipment for your work. For Ukrainian employees we also provide Ecoflow.
Vacation Policy: Each employee in our company has 20 paid vacation days and extra days on the occasion of special events.
Knowledge sharing: We are glad to share our knowledge and experience in our internal events.
English Lessons: We provide corporate English lessons to support your professional and personal growth.
Professional Development: Annual learning budget for courses, training, certifications, and conferences.
Public Holidays: You receive days off according to the official public holidays of your country of residence.
Coworking Compensation (Ukraine): We provide coworking space compensation for employees located in Ukraine.
Hiring process:
Recruitment Screen 👉 Final Interview 👉 Reference Check 👉 Job Offer