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Grade
Lead
Experience
from 3 years
Work Format
Remote
English Level
B2 - Upper-Intermediate
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B2C Subscription & Payments | Remote
About the company and product An international product IT company develops B2C web/mobile subscription products for a global audience in the fitness, learning, wellness, and other consumer segments.
We are looking for a Billing Support Lead with experience in managing mass B2C support and deep billing/payments practice: subscriptions, failed payments, cancellations, refunds, and disputes.
Why consider this role • Opportunity to develop and scale Billing Support: processes, metrics, and service quality • Direct impact on Refund Rate, Saved Cancellation %, and Dispute Win Rate • Implementation of AI agents, self-service, and automation in Support • Collaboration with Head of Payments, Product, Analytics, and Engineering, and impact on the customer journey • Prospect to expand ownership to the entire Customer Support function
Important • Experience in B2C Customer Support / Operations in web/mobile subscription products is mandatory • Practical experience with billing requests: subscriptions, failed payments, cancellations, refunds, chargebacks / disputes • 3+ years in Customer Support / Operations, including 1–2+ years of team management • Experience in improving and scaling Support processes • Handling a large volume of chats / tickets and metrics like First Response Time, SLA, CSAT • Practical experience with AI / automation / self-service in Support • Zendesk or a similar Helpdesk platform • English — Upper-Intermediate+
