Billing Support Lead (Payments)

Location: Fully remote

Company

hirify.global operates B2C subscription products within a Payments function.

What you will do

• Own and continuously improve the Customer Support function for subscription billing journeys.
• Lead the Support team through performance management, coaching, onboarding, quality control, and team development.
• Define quality standards, workload and capacity frameworks, coverage models, and staffing improvements.
• Build reporting for First Response Time, Resolution Time, SLA Adherence, CSAT, AHT, productivity, workload, utilization, capacity, refund rate, saved cancellation rate, and dispute win rate.
• Optimize processes, knowledge bases, SOPs, FAQs, workflows, and self-service initiatives.
• Partner with Payments, Product, Analytics, Engineering, and Legal to turn customer feedback and Support data into product improvements.

Requirements

• Experience with B2C subscription products and billing-related customer journeys, including cancellations, refunds, failed payments, chargebacks, and disputes.
• 3+ years of Customer Support or Customer Operations experience, including 1–2 years in a leadership role with direct people management.
• Experience redesigning Support processes and managing performance, workload, capacity, quality, onboarding, and coaching.
• Strong analytical skills and hands-on experience with Support metrics, reporting, and data-informed staffing decisions.
• Practical experience with Support automation and AI, including AI agents, copilots, chatbots, self-service, or workflow automation.
• Hands-on experience with Zendesk or a similar Helpdesk platform, including workflows, routing, SLA policies, automations, and reporting. Upper-Intermediate English or higher required.

Culture & Benefits

• Fully remote work with flexible working hours.
• Opportunity to shape Support processes, metrics, quality standards, automation, and team practices.
• Access to AI tools and professional equipment and programs.
• Reimbursement of professional courses and training.
• Paid vacation, sick days, medical insurance, and other benefits.
• Corporate events and team-building activities.