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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support with a focus on billing and subscription management, ensuring high client satisfaction through effective issue resolution and communication. Proficient in utilizing CRM software and maintaining detailed documentation while contributing to process improvements.
Highest-signal resume keywords
Customer Support ExperienceBilling And Subscription ManagementCRM Software ProficiencyStrong Written CommunicationAttention To Detail
About the role
Key responsibilities & impact- Provide high-level customer support and resolve 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
- Research and troubleshoot account access and plan recognition issues across web, mobile, and desktop
- Provide tailored written support via email through Zendesk CRM and community channels using Intercom
- Recognize and immediately escalate privacy, legal, fraud, and customer welfare concerns
- Maintain accuracy, productivity, and satisfaction metrics
- Contribute to continuous improvement initiatives and flag recurring issues or gaps in help content and internal guidance
- Support leadership and cross-functional teammates on key business initiatives
- Act as a billing and subscriptions Subject-Matter Expert in Customer Support
- Act as Interim Team Lead when the Team Lead is out of office
Requirements
What you’ll need- 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 quickly learn new skills
- Organized and detail-oriented; up-to-date in documentation and record creation
- Available to work US business hours, with flexibility based on operational needs
- A bachelor’s degree in any field, or equivalent work experience
- 3+ years of Customer Support experience, including billing, payments, or subscription support
- Hands-on experience with subscription billing work, including refunds, cancellations, plan changes, failed payments, and disputes
- Familiarity with payment platforms and app-store purchases
- Strong written communication and interpersonal skills
- Proficiency in CRM software and customer service platforms
- Strong knowledge of Google Drive, Google Sheets, Google Docs, and MS Office applications
- Ability to hear and implement feedback quickly
- 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
- Preferred: Chargeback and dispute management background
- Preferred: Experience with Intercom
- Preferred: Experience contributing to help center content, macros, or process documentation
- Preferred: Exposure to spotting fraud and abuse patterns in billing
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Billing ManagementSubscription SupportRefund ProcessingDispute ResolutionPlan ChangesPayment FailuresChargeback ManagementAccount Access TroubleshootingDocumentation CreationData Analysis
Soft Skills
Analytical ThinkingClient Satisfaction FocusSelf-StarterOrganizational SkillsActive Listening
Tools & Technologies
Zendesk CRMIntercomGoogle DriveGoogle SheetsGoogle DocsMS Office
Industry Keywords
SaaSAISubscription SoftwarePayment PlatformsCustomer Welfare