Billing & Account Services Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Manage cancellation requests with a focus on service and customer retention.

• Determine the reasons behind cancellations and propose suitable alternatives, such as plan modifications when applicable.

• Execute cancellations smoothly when retention efforts are not viable.

• Evaluate refund requests by considering usage, subscription terms, and payment history.

• Process refunds promptly in accordance with internal eligibility criteria.

• Address billing and account inquiries via email/ticket and live chat.

• Handle live chat interactions that have been escalated by the AI assistant.

• Utilize internal AI tools to craft responses, translate languages, and access policy information.

• Act as the initial point of contact for our global user community.

• Resolve administrative challenges and direct complex technical or financial product inquiries to specialized teams.

• Assist with updates to payment methods, explanations of invoices, and adjustments to subscriptions.

• Contribute to enhancing subscriber retention, operational efficiency, customer satisfaction (CSAT), and billing precision.

⛳️ Requirements

• Over 2 years of experience in Customer Support within a high-volume digital environment.

• Background in SaaS, Fintech, or E-commerce sectors.

• Previous experience in cancellation-saving, win-back, or subscription retention roles.

• Proficient in using AI-assisted communication tools.

• Ability to swiftly edit AI-generated drafts.

• Familiarity with AI dictation tools and navigating administrative dashboards.

• Capability to make prompt and fair refund or credit decisions in alignment with company policies.

• C1+ English proficiency with outstanding written communication skills.

• Proficiency in additional languages such as Spanish, French, or German is an advantage.

• Strong attention to detail when managing payments and user information.

• Experience with Zendesk, Intercom, or comparable ticketing systems is beneficial.

• Background in subscription-based services is a plus.

• Fluency in a secondary language is an asset.

• Ability to work both independently and collaboratively within a team.

• Self-driven, detail-oriented, innovative, resourceful, bright, and proactive.

🏝️ Benefits

• Flexibility to work from anywhere with a reliable internet connection.

• Clear guidance and opportunities for professional growth.

• Access to advanced AI-assisted support tools.

• Supportive management approach.

• Engaging assignments in both local and international contexts.

• Comprehensive benefits package.

• Dynamic working environment.

• Opportunity to be part of a leading financial markets platform.

• Work within a multicultural team setting.