Customer Support Associate (AI Billing)

TL;DR

Customer Support Associate (AI Billing): Managing complex API and Enterprise billing inquiries and escalations, ensuring seamless resolution of issues and identifying process improvements. Focus on leveraging extensive Stripe experience, handling chargeback management, and maintaining strong relationships with enterprise clients.

Location: Remote (US)

Salary: $40.00 per hour

Company

hirify.global is scaling its AI-powered search platform and seeking a Contract Support Associate for its Customer Experience team.

What you will do

• Manage complex API and Enterprise billing inquiries and escalations, serving as the primary point of contact for enterprise customers.
• Process billing adjustments, refunds, and account modifications in accordance with company policies.
• Leverage extensive Stripe experience for troubleshooting payment processing and API integration issues.
• Monitor, investigate, and manage chargeback cases and disputes from initiation through resolution.
• Collaborate with engineering, operations, product, and finance teams to streamline billing processes.
• Build and maintain strong relationships with enterprise clients, offering consultative support on billing optimization.

Requirements

• 3+ years of experience in billing support, payment operations, or enterprise customer support.
• Extensive hands-on experience with Stripe platform, including Dashboard, APIs, webhooks, subscription billing, and multi-currency processing.
• Proven experience communicating with enterprise-grade customers and stakeholders.
• Strong background in chargeback management and dispute resolution processes.
• Proficiency in payment processing concepts (ACH, credit cards) and subscription billing models.
• Familiarity with CRM systems and ticketing platforms (Intercom) and Excel/Google Sheets for data analysis.

Culture & Benefits

• Opportunity for conversion to a permanent position based on performance.
• Work in a fast-paced, evolving startup environment.