Key skills
AISaaSSalesforceCommunicationAccount Management
About this role
Role Overview
- Reply to customer inquiries related to billing, payments, subscriptions, refunds, and invoices
- Investigate charge disputes, payment failures, duplicate charges, and refund requests
- Ensure customers receive clear, timely, and helpful communication regarding billing matters
- Escalate complex billing issues to appropriate internal teams (Support Leads, Product Development) as necessary.
- Process refunds, credits, and adjustments in accordance with company policies
- Maintain accurate records of billing interactions and case notes
- Identify trends in billing issues and suggest process improvements
- Assist users with account management, technical issues, and general product-related questions by providing clear and detailed instructions for troubleshooting and resolving
Requirements
- Strong understanding of invoicing, refunds, and subscription management via tools such as Stripe, PayPal, etc
- Experience with customer support software (e.g., Zendesk, Front, Salesforce, etc.)
- Empathy and a passion for helping others
- Excellent verbal and written communication skills
- Strong problem-solving skills and a keen attention to detail
- 1-3 years (Tier 1) or 3-5 years (Tier 2) of customer service experience, preferably in a tech and/or music-related industry
- Experience in a SaaS environment or support role for digital products is highly desirable
- Familiarity with AI-powered tools or music production software is a plus
- Comfortable handling sensitive customer information with discretion
- Ability to manage multiple cases and prioritize effectively
Benefits
- This role is remote
- Company Equity Package
- 401(k) with 3% Employer Match & Roth 401(k)
- Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)
- 11 Paid Holidays + Unlimited PTO & Sick Time
- 16 Weeks of Paid Parental Leave
- Creative Education Stipend