Billing Support Specialist

Suno•Boston, MA

1d•Remote

About The Position

Suno is a music company built to amplify imagination. Powered by the world’s most advanced AI music model, Suno offers an unparalleled creative platform that includes Suno Studio, a breakthrough generative audio workstation. From shower-singers to aspiring songwriters to seasoned artists, Suno empowers a global community to create, share, and discover music—unlocking the joy of musical expression for all. Billing Specialists play a critical customer-facing role in our business. The ability to quickly resolve complex billing issues with informed critical thinking is key to success. Our ideal candidate not only has a background working with payments, but has an understanding of a music maker’s journey and offers an empathetic approach to customer service. We live at the intersection of tech and human touch, so if you’re ready to craft 100+ emails a day, we’d love to hear from you!

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

Nice To Haves

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

Responsibilities

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