Customer Specialist (Billing & Subscriptions)

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

As a Customer Specialist, your role is to provide personalized support to customers, resolving inquiries and issues accurately and efficiently while building strong relationships and contributing to service improvement strategies.In this role, you will focus on billing and subscription support for individual consumers, along with the product and account questions that come with them. You will work closely with internal teams to ensure seamless customer experiences and stay updated on product knowledge to deliver informed support. You will handle more complex or sensitive customer interactions and function as subject matter expert. With deep product knowledge and customer service expertise you will contribute to process improvement and continuously elevate our service standards.

ABOUT THE CLIENT
Our client is a fast-growing, US-based artificial intelligence company behind a popular AI-powered answer engine, a product that searches the web in real time and gives users direct, sourced answers instead of a list of links. It serves millions of users worldwide through free and paid subscription plans on web, mobile and desktop.
As the paid user base grows quickly, billing and subscription experience has become central to how customers feel about the product. That’s where you come in. You’ll join a non-voice, written-support team as a go-to expert on subscriptions, payments and account access. You’ll own complex cases from start to finish and help shape how the team handles them.

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

Billing and subscription support

• Provide high-level support in addressing customers' issues and concerns in a timely manner.
• Resolve billing and subscription issues from start to finish, including plan changes, cancellations, renewals, payment failures, refunds, and credits within granted authority.
• Confirm how and where a customer was billed before taking action.
• Investigate unrecognized charges, disputes, and chargebacks.
• Support customers with promotions, free trials, discounts, and usage-based billing.

Product and account troubleshooting

• Research and problem-solve to determine appropriate solutions for the customer and follow up as needed to resolve issues. 
• Troubleshoot account access and plan recognition issues across web, mobile, and desktop.

Quality, escalation, and documentation

• Provide empathetic, professional, personable and tailored customer support to customers via email through Zendesk CRM and community channels using Intercom. 
• Recognize and escalate sensitive contacts straight away, such as privacy, legal, fraud, and customer welfare concerns.
• Maintain consistent accuracy, productivity and satisfaction metrics. 
• Provide or do continuous improvement initiatives for the team in resolving customer concerns and issues. 
• Flag recurring issues and gaps in help content or internal guidance to the right teams.

Team contribution and leadership

• Support leadership and cross-functional teammates and actively contribute to key business initiatives. 
• Communicate openly with your team to ensure coverage needs and to support each other in solving new customer issues. 
• Act as a Subject-Matter Expert in Customer Support, with a focus on billing and subscriptions.
• Can act as Interim Team Lead when the TL is out of the office.

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction.
• Self-starter, motivated, and results driven 
• Ability to function effectively in a fast-paced environment and can quickly learn new skills to meet the organization’s needs.
• Organized and detail-oriented. Always up-to-date in documentation and record creation.
• Available to work US business hours, with flexibility based on operational needs.

YOU HAVE…

• A bachelor’s degree in any field you’re passionate about, or equivalent work experience.  
• 3+ years of Customer Support experience, including billing, payments, or subscription support.
• Hands-on experience with subscription billing work, such as refunds, cancellations, plan changes, failed payments, and disputes.
• Familiarity with payment platforms and app-store purchases.
• Highly committed to providing a great customer experience
• Strong written communication and interpersonal skills
• Confident enough to ask questions when unsure about something or flag issues to the appropriate teams.
• Proficiency in CRM software and customer service platforms
• Strong knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Able to hear and implement feedback quickly
• Team first mentality
• High attention to detail
• Proven ability to produce high quality work consistently
• Active listening skills and ability to engage with customers, build rapport, and anticipate their needs

PREFERRED…

• Experience on an AI, SaaS, or subscription software account
• Chargeback and dispute management background
• Experience with Intercom
• Experience contributing to help center content, macros, or process documentation
• Exposure to spotting fraud and abuse patterns in billing