Customer Support / Billing Manager
About Mobiways
Mobiways is a product-focused company building AI-powered web and mobile applications for a global audience. We develop and scale multiple AI-driven products, combining experimentation, data-driven decisions, and strong operational foundations. Some of our products already serve millions of users worldwide.
As we grow, we focus on improving monetization systems, payment stability, and customer experience - ensuring our platforms remain scalable, reliable, and user-centric.
About the Role
We are looking for a Customer Support / Billing Manager to take ownership of our billing and payment operations across Stripe and PayPal.
This role sits at the intersection of customer experience, payment operations, and risk management. You will be responsible for keeping our billing ecosystem healthy: minimizing disputes and chargebacks, improving billing flows, and protecting the business from payment-related risks.
You will work closely with Product and Marketing teams, helping identify weak points in the payment journey and turning insights into operational and product improvements.
Key Responsibilities
- Own and manage billing and payment operations across Stripe and PayPal.
- Handle billing-related customer requests (subscriptions, refunds, invoices, account issues).
- Monitor, investigate, and resolve chargebacks and disputes; prepare dispute evidence.
- Identify payment risks, fraud patterns, and abnormal behavior proactively.
- Collaborate with Product and Marketing teams to improve billing flows and reduce friction.
- Maintain a healthy chargeback rate and compliance with payment platform requirements.
- Improve internal workflows, templates, and processes for efficiency and consistency.
- Escalate high-risk or sensitive cases to protect the business.
- Analyze billing and support data to identify trends and opportunities for improvement.
Requirements
- Experience in customer support or operations with a strong focus on billing, payments, subscriptions, and refunds.
- Hands-on experience with Stripe and/or PayPal, including disputes and chargebacks.
- Strong written communication skills when working with customers on payment-related topics.
- Ability to work independently, analyze issues, and use internal documentation and tools.
- High attention to detail and ability to assess risk, urgency, and business impact.
Nice to Have
- Experience with ticketing systems (Zendesk or similar).
- Experience with reporting or data tools (Excel, Tableau).
- Familiarity with fraud detection or high-risk case escalation.
- Interest in process improvement and operational efficiency.
- Experience working cross-functionally with Product or Marketing teams.
What Will Help You Succeed in This Role
- 1+ year of experience in payment operations, billing, or fintech-related roles.
- Understanding of how chargebacks and payment issues impact revenue and product metrics.
- Confidence in preparing dispute evidence and coordinating with internal teams.
- Structured, ownership-driven mindset and ability to work autonomously.
- Fluent English (written communication is essential).
Why Join Us
- Direct impact on revenue, risk, and customer experience.
- A product-driven environment with fast decision-making and minimal bureaucracy.
- Competitive compensation — we are open to discussing expectations.
- Fully remote work and flexible hours focused on outcomes.
- 20 paid vacation days per year and flexibility when you need time off.
How to Apply
At Mobiways, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, please send your resume to anastasia@mobiways.com. Alternatively, you can connect with us on LinkedIn or on Telegram at nastya_isupova. We look forward to hearing from you!
