Billing & Account Services Specialist

Що робити

• Handle cancellation requests with a service-first mindset: quickly identify why the user wants to leave, offer relevant alternatives (e.g., plan adjustments) when it’s the right call, or process the cancellation without unnecessary friction when it isn’t.
• Independently assess refund requests against internal eligibility guidelines (usage, subscription terms, payment history) and process them efficiently, treating each refund as a chance to understand and address why the subscriber is unhappy.
• Manage inquiries across email/ticket and live chat, including live-chat conversations the AI assistant escalates after the initial exchange; use internal AI tools to draft responses, translate instantly, and retrieve policy information.
• Act as the first point of contact for a global user base: resolve administrative issues on the spot and route complex technical or financial product questions to the appropriate specialized teams.
• Assist users with payment method updates, invoice explanations, and subscription upgrades/downgrades.