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12 days ago
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Grade
Lead
Experience
from 3 years
Work Format
Remote
English Level
B2 - Upper-Intermediate
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Billing Support Lead | B2C Subscription & Payments | Remote
Lead Billing Support for B2C subscription web/mobile products in wellness, learning, and AI sectors, and directly influence service quality and business payment metrics.
Why the role is interesting • Opportunity to rebuild and scale Billing Support: processes, metrics, quality, and automation • Direct impact on Refund Rate, Saved Cancellation %, and Dispute Win Rate • Implement AI agents, self-service, and automation into daily Support operations • Close collaboration with Head of Payments, Product, Analytics, and Engineering
The role is for you if • You have experience in a B2C web/mobile subscription product on the merchant side — this is key • You have hands-on experience with billing requests: failed payments, subscriptions, cancellations, refunds, chargebacks / disputes • 3+ years in Customer Support / Operations, including 1–2+ years of team management • You have worked with a large volume of chats / tickets and metrics like First Response Time, SLA, CSAT • You have improved Support processes and implemented automation / AI / self-service • You have worked with Zendesk or a similar Helpdesk platform • English — Upper-Intermediate+
Subscription products in Health & Fitness, Learning, Wellness, Streaming, AdTech, and other B2C areas are suitable. Experience solely in Technical Support or GameDev without a subscription model will not be a good fit.
