Billing Support Specialist - Storyby

📋 Description

• • Join Storyby, a dynamic entertainment tech company within the SKELAR venture builder ecosystem, and play a crucial role as a Billing Support Specialist (Junior). SKELAR is renowned for building international tech businesses, fostering strong teams, and achieving global market success. Our portfolio includes a dozen businesses across various niches, with many recognized as top-tier startups and product companies in Ukraine, dominating App Store rankings, and developing platforms used by millions. Our ventures have garnered attention from leading global media outlets like TechCrunch and Wired.
• • Storyby itself is at the forefront of transforming original ideas into captivating content, including novels, vertical films, and immersive audiobooks, reaching over 10 million users worldwide. Our ecosystem comprises three key products: DramaShorts, a streaming platform for vertical cinema with a monthly audience of 1 million and production studios in Europe and the US; AlphaNovel, a platform offering a vast library of over 20,000 novels and immersive audiobooks; and StorybyWriter, a publishing platform empowering over 25,000 authors, with top stories being adapted for DramaShorts.
• • As a Billing Support Specialist, you will be an integral part of our support team, directly contributing to user satisfaction and operational efficiency. This role is ideal for individuals with at least 3 months of experience in customer support, operations, payments, or fintech, or those eager to transition into a specialized billing support function.
• • Your primary responsibility will involve direct communication with users regarding a wide array of payment-related issues. This includes meticulously handling inquiries about refunds, cancellations, disputes, double charges, and unauthorized payments. You will be the first point of contact, resolving user concerns efficiently and empathetically through our email and ticket-based support system, primarily utilizing Zendesk.
• • A significant part of your role will be dedicated to managing subscriptions and payment transactions. This entails thoroughly reviewing transaction histories, verifying subscription statuses, and liaising effectively with our payment provider to ensure seamless operations and accurate billing for our users.
• • Maintaining high standards of service is paramount. You will be expected to adhere strictly to Service Level Agreements (SLAs) and uphold exceptional quality in your service delivery. This means providing prompt, accurate, and detailed responses, demonstrating a keen eye for detail, and maintaining a strong focus on delivering an outstanding user experience.
• • You will also play a proactive role in enhancing our support processes. This involves contributing to the regular updating of support templates, actively participating in the design and testing of new user flows, and collaborating with the team to evaluate and implement improvements to our support tools and systems.
• • A unique aspect of this role is the opportunity for deep product immersion. As a member of the support team, you will gain an intimate understanding of our products, as support specialists are often the first to identify and address real user challenges and pain points. This knowledge will be invaluable in providing informed and effective support.
• • You will be part of a supportive and growth-oriented environment. SKELAR is committed to the professional development of its employees, offering clear growth paths and opportunities to advance within the company. We believe in empowering our team members to achieve their full potential.
• • Beyond business operations, SKELAR actively contributes to society through the SKELAR Foundation, a charitable organization established by employees. This foundation funds projects aimed at mitigating the consequences of the war and supporting the recovery of Ukraine. By joining SKELAR, you become part of an organization that is not only building successful tech businesses but also making a meaningful impact.
• • We are building the 'next big everything,' and we invite you to be a part of this exciting journey. You will work within a company that provides the infrastructure and support for ambitious individuals to create successful ventures. This includes access to operational efficiency teams, a community of experienced founders, professional development clubs, extensive training opportunities, and comprehensive medical insurance.
• • This role offers the chance to contribute to a rapidly scaling and evolving product, making a tangible impact from your initial weeks. You will benefit from a remote work setup and a flexible schedule, with specific shift patterns available. Regular performance reviews, transparent feedback, and well-defined career progression opportunities are standard. Furthermore, there are clear pathways for growth into specialized areas such as Quality Control, Operations, Dispute Resolution, or even Team Leadership in the future.
• • We are looking for individuals who are not just looking for a job, but a career where they can grow, innovate, and contribute to something significant. If you are passionate about customer support, possess a strong sense of empathy, and are eager to delve into the intricacies of billing and payments within a fast-paced tech environment, this is the perfect opportunity for you.
• • Embrace the challenge of supporting millions of users across our diverse entertainment platforms. Your dedication to providing exceptional service will directly influence user retention and overall product success. We are excited to welcome a motivated and detail-oriented Billing Support Specialist to our growing team.