Suno

Billing Support Specialist

Suno

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

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Salary

💰 $55,000 - $65,000 per year

Job Level

Junior

About the role

  • 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

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
  • 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
Benefits
  • This role is remote
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
invoicingrefundssubscription managementcustomer serviceproblem-solvingattention to detailSaaSaccount managementtechnical troubleshootingprocess improvement
Soft Skills
empathycommunicationcustomer supportdiscretionprioritizationtime managementteam collaborationadaptabilityactive listeningconflict resolution