Billing Support Lead

We are looking for a Billing Support Lead to lead and evolve our Support function for B2C subscription products within the Payments team.

You will work closely with the Head of Payments and own key Support processes around subscriptions, cancellations, refunds, failed payments, disputes / chargebacks, and other billing-related customer requests.

We are looking for a proactive, hands-on leader who can improve processes, build a strong metrics and capacity framework, identify opportunities for automation and AI, and help make Support more efficient and scalable as the business grows.

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Responsibilities:

• Own and continuously develop the Customer Support function, identifying opportunities to improve quality, efficiency, and scalability.
• Lead the Support team: assess current performance, identify strengths and development areas, set clear expectations, and continuously improve team effectiveness and quality.
• Define and implement clear quality standards, performance expectations, and workload and capacity management approaches.
• Analyze the current team schedule and coverage model and propose improvements based on workload and business needs, scaling the team when necessary.
• Build transparent Support analytics and regular reporting across key metrics such as First Response Time, Resolution Time, SLA Adherence, CSAT, AHT, productivity, workload, utilization, and capacity.
• Monitor billing-related metrics such as Refund Rate, Saved Cancellation %, and Dispute Win Rate and identify opportunities for Support to positively impact business outcomes.
• Review and optimize Support processes, identify bottlenecks and repetitive manual work, and drive AI, automation, and self-service initiatives with measurable impact.
• Develop and maintain a structured knowledge base, SOPs, FAQs, and operational documentation.
• Build a strong feedback loop between Support and Product: collect and analyze customer feedback, identify recurring issues and insights, and turn them into actionable product improvements and new ideas.
• Work closely with Payments, Product, Analytics, Engineering, and Legal on cross-functional initiatives related to customer experience and operational efficiency.
• Stay hands-on when needed, including working with Zendesk, Support analytics, workflows, and complex customer cases.

What we look for:

• Experience working with B2C subscription-based products (web and/or mobile).
• Hands-on experience with billing- and payment-related customer journeys, including subscriptions, cancellations, refunds, failed payments, chargebacks / disputes, and other payment-related customer requests.
• 3+ years of experience in Customer Support / Customer Operations, including at least 1–2 years in a leadership role with direct people-management responsibility.
• Proven people-management experience, including performance management, team development, onboarding, coaching, workload management, and quality control.
• Experience building, redesigning, or significantly improving Support processes, rather than only maintaining existing operations.
• Strong analytical mindset and hands-on experience with Support metrics, with the ability to define baselines and targets, identify problems through data, and measure the impact of changes.
• Strong understanding of workload and capacity management, with the ability to assess team efficiency, identify bottlenecks, and make data-informed decisions around staffing needs.
• Practical experience with Support automation and AI, such as AI agents, copilots, chatbots, self-service, workflow automation, or other solutions that reduce repetitive manual work.
• Hands-on experience with Zendesk or a similar Helpdesk platform, including workflows, automations, routing, SLA policies, and reporting.
• Experience collaborating cross-functionally with Product, Payments / Billing, Analytics, and Engineering teams, and turning customer feedback and Support data into actionable improvements.
• Strong ownership and stakeholder-management skills, with the ability to independently identify improvement opportunities and drive them through to implementation.
• Upper-Intermediate English or higher.

We offer:

• An opportunity to shape Support processes, metrics, quality standards, automation, and team practices rather than simply maintain an established setup.
• Close collaboration with the Head of Payments and cross-functional teams including Product, Analytics, Engineering, and Legal.
• The opportunity to build and scale AI-first Support processes and experiment with new automation and self-service approaches.
• A clear growth opportunity toward broader ownership of the Customer Support function as the business and team scale.
• Competitive compensation based on your experience, expertise, and impact.
• Access to available AI tools.
• Reimbursement of professional courses and trainings.
• Flexible working hours.
• Professional equipment and access to the necessary programs.
• Paid vacations, sick days, and other benefits.
• Medical insurance.
• A variety of corporate events and team-building activities.