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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in billing and subscription support, with a strong focus on resolving complex billing scenarios and optimizing support processes. Proficient in clear communication and collaboration across teams to enhance user experience and support efficiency.
Highest-signal resume keywords
Billing Support ExperienceSaaS Subscription ManagementIntercom OptimizationComplex Billing ResolutionBilingual English And Mandarin
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 ScenariosRefund ManagementDispute ResolutionSupport Ticket ManagementHelp Center Article Creation
Soft Skills
Empathetic CommunicationSelf-StarterCollaboration
Tools & Technologies
IntercomStripePayPal
Industry Keywords
SaaSUser ExperienceCustomer SuccessProduct BugsFeature Requests
About the role
Key responsibilities & impact- Handle user issues including general product questions, product bugs, feature requests, and billing matters
- Make independent decisions on complex refund and billing disputes while balancing user experience and company policy
- Partner with Product, Engineering, and Finance to investigate and resolve bugs
- Route feature requests and user feedback to the appropriate teams
- Improve billing policies, refund rules, and internal standard operating procedures
- Identify recurring issues and create Help Center articles and Intercom automations
- Review support ticket data and provide trends and improvement recommendations
- Own the Eastern Time support window
- Collaborate with Growth and Customer Success to align support decisions with the overall user relationship
- Coordinate handoffs with Beijing and US West support teammates to maintain round-the-clock coverage
Requirements
What you’ll need- 2-5 years of billing or subscription support experience, including at least 2 years supporting a large SaaS company's subscription product
- Hands-on experience with complex billing scenarios, including discounts, refunds, and disputes
- Ability to resolve billing edge cases independently
- Experience owning the full support queue, including product bugs and feature requests
- Clear, empathetic communication and excellent written and spoken English
- Technically fluent and able to quickly learn fast-changing products and tools
- Self-starter able to build structure where processes are not fully formed
- Experience with billing and ticketing systems such as Intercom, Stripe, PayPal, or similar
- Experience building or optimizing Intercom highly preferred
- Based in the United States and able to work Eastern Time hours
- Ability to attend occasional meetings outside regular hours, typically once or twice a week
- Support experience with AI or 3D products is a plus
- Bilingual English and Mandarin preferred
Benefits
Comp & perks- Competitive salary, equity, and benefits package
- Flexible work environment, with options for remote and on-site work
- Opportunities for fast professional growth and development
- Inclusive culture that values creativity, innovation, and collaboration
- Stock options available for core team members
- Comprehensive health, dental, and vision insurance