Billing Support Specialist (AI Music Platform)

TL;DR

Billing Support Specialist (AI Music Platform): Resolving complex billing issues for customers of an AI music platform with an accent on investigating disputes, processing refunds, and ensuring clear communication. Focus on identifying billing trends, assisting with account management, and providing technical troubleshooting for digital music products.

Location: Remote (USA). Must be eligible to work in the United States and the company has locations in Boston, Los Angeles, New York City, and San Francisco.

Salary: $55,000–$65,000

Company

hirify.global is a music company built to amplify imagination, offering an unparalleled creative platform powered by the world’s most advanced AI music model.

What you will do

• 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.
• 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.

Requirements

• 1-3 years (Tier 1) or 3-5 years (Tier 2) of customer service experience, preferably in a tech and/or music-related industry.
• Strong understanding of invoicing, refunds, and subscription management via tools such as Stripe or PayPal.
• Experience with customer support software (e.g., Zendesk, Front, Salesforce).
• Excellent verbal and written communication skills.
• Strong problem-solving skills and a keen attention to detail.
• Ability to manage multiple cases and prioritize effectively.

Nice to have

• Experience in a SaaS environment or support role for digital products.
• Familiarity with AI-powered tools or music production software.

Culture & Benefits

• 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.