Customer Support (Payments & Billing)
Core
Operational role in the payments direction focusing on billing, payment infrastructure, fraud, and chargebacks.
Role type
Customer Support Specialist (Payments & Billing)
Builds
Payment infrastructure and billing processes for consumer businesses in EdTech, Mental health, Petcare, FashionTech, etc.
Domain
Fintech / Payments / Consumer Tech
Required skills
Analytical approach, Multitasking, SLA management, Escalation handling, Process improvement, English (B1+ speaking/writing)
Preferred skills
Experience with failed payments/refunds/disputes/chargeback lifecycle, Ticket-based systems (Zendesk), Ownership mindset
Technologies
Ticket-based systems (Zendesk or similar)
Responsibilities
Monitor payment infrastructure and key metrics; Handle payment incidents (failed payments, refunds, disputes/chargebacks); Investigate complex payment cases (unauthorized payments, chargeback threats, suspicious transactions); Communicate with users regarding payment issues via ticket systems; Work on fraud cases and analyze fraud patterns; Interact with stakeholders (product, support, payments, compliance).
