Billing & Account Services Specialist

Project overview

We are looking for a Billing & Account Services Specialist to join Group107 for a specific client project — the dedicated support team at Investing.com, one of the world’s top-3 financial platforms with 50M+ monthly users.

This role owns the administrative moments that keep premium members happy: refunds, cancellations, and billing. As InvestingPro’s subscription business grows, Customer Care is transforming with it — front-line live chat is increasingly AI-assisted, so your focus is the conversations that genuinely need a person: retention moments, refunds, and anything the AI hands off. You’ll use advanced AI support tools to work with speed and precision in a dynamic, multilingual environment, giving subscribers a real reason to stay while keeping friction low when someone truly wants to leave. This is a Billing & Account Services role with a retention mindset — not a sales position.

Requirements

• 2+ years in customer support within a high-volume digital environment (SaaS, Fintech, E-commerce, or another subscription-based business).
• Experience handling billing, refunds, subscriptions, and account-related requests.
• Retention / win-back experience: you’ve handled cancellation-save or subscription-retention conversations and can make a genuine case for staying rather than reading from a script.
• Excellent written English (C1+); additional languages (Spanish, French, German, etc.) are a strong advantage in a global market.
• Comfortable working with AI-assisted communication tools: quick at editing drafts, using AI dictation tools, and navigating admin dashboards.
• Strong decision-making and administrative precision: able to review a user’s billing history and make a quick, fair, policy-based call on refunds or credits, with careful attention to detail on payments and user data.
• Sound, independent judgment under time pressure.
• Clear, professional written communication and a service-first approach.
• Trust-building and empathy — creating a positive experience even in difficult conversations.
• Comfort operating in a fast-moving, multicultural, AI-augmented environment.
• Experience with Zendesk, Intercom, or similar ticketing systems.
• Background in subscription-based services (auto-renewals, pro-rated charges).
• Fluency in a second language (translation tools are available, but native skills are valued).

Responsibilities

• 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.
• Maintain accuracy and attention to detail when handling payments and user data, keeping refund and billing adjustments error-free.

We offer

• 20 vacation days (workdays)
• 7 sick days
• Personalized career growth
• Internal English classes
• Education reimbursement
• Corporate events and team buildings
• Equipment provided