Billing Support Specialist

Suno • Boston, MA

3d • Remote

About The Position

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

Nice To Haves

• Experience in a SaaS environment or support role for digital products is highly desirable
• 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

Benefits

• Company Equity Package
• 401(k) with 3% Employer Match & Roth 401(k)
• Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)
• 11 Paid Holidays + Unlimited PTO & Sick Time
• 16 Weeks of Paid Parental Leave
• Creative Education Stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed