Billing & Account Services Specialist
Description
Join the dedicated support team at Investing .com, one of the world’s top-3 financial platforms with over 50 million monthly users. We are looking for a Billing & Account Services Specialist to manage account services and actively help retain our Investing Pro subscribers.
Investing .com is growing fast on the strength of Investing Pro’s subscription success, and Customer Care is transforming with it. Support runs through two channels today - email/ticket and live chat. Live chat itself is increasingly AI-assisted on the front line, so your work leans toward the conversations that actually need a person: retention moments, refunds, and anything our AI hands off to you.
Your focus is not on financial advice, but on resolving administrative moments - refunds, cancellations, and billing - in a way that gives premium members a real reason to stay, while keeping friction low when someone truly wants to leave. You will use advanced AI support tools to work with speed and precision, in a dynamic, multilingual environment where technology does the heavy lifting, freeing you to focus on decision-making and genuinely helping the subscriber.
What You'll Do:
- Retention-Focused Cancellation Handling: Handle cancellation requests with a “service-first” mindset - quickly identify why the user wants to leave and actively offer relevant alternatives (e.g., plan adjustments) where it’s the right call for them, or process the cancellation without unnecessary friction when it isn’t.
- Refund & Billing Management: Independently assess refund requests based on internal eligibility guidelines (usage, subscription terms, payment history) and process them efficiently - treating every refund conversation as a chance to understand and address why the subscriber is unhappy.
- AI-Assisted Support (Email & Live Chat): Manage inquiries across email/ticket and live chat - including live chat conversations our AI assistant escalates to you after handling the initial exchange. Use our internal AI tools to draft responses, instantly translate languages, and retrieve policy information.
- Global Support Triage: Act as the first point of contact for our global user base. Resolve administrative issues on the spot and route complex technical or financial product questions to the appropriate specialized teams.
- Account Administration: Assist users with payment method updates, invoice explanations, and subscription upgrades/downgrades.
What You'll Bring
Must-Have
- Retention / Win-Back Experience: You’ve handled cancellation-save, win-back, or subscription-retention conversations before - you know how to spot a subscriber worth trying to keep and make a genuine case for staying, not just read from a script.
- 2+ years in Customer Support (high-volume digital environment): SaaS, Fintech, or E-commerce background.
- Tech & AI Adaptability: Comfortable working with AI-assisted communication tools - you don’t need to type 100 WPM, but you must be quick at editing drafts, using AI dictation tools, and navigating admin dashboards.
- Decision-Making Skills: Ability to look at a user’s billing history and make a quick, fair decision on refunds or credits based on company policy — and to genuinely try to keep the subscriber first when it’s the right call.
- English Proficiency (C1+): Excellent written English. Additional languages are a huge plus (Spanish, French, German, etc.), as we support a global market.
- Administrative Precision: Attention to detail when handling payments and user data.
Nice-to-Have
- Experience with Zendesk, Intercom, or similar ticketing systems.
- Background in subscription-based services (understanding auto-renewals, pro-rated charges).
- Fluency in a second language (we use translation tools, but native skills are valued).
Success Looks Like
- Retention: Subscribers who reach out to cancel leave the conversation feeling genuinely helped — whether they stay or go.
- Efficiency: Resolving billi