Customer Support Specialist
Gerald Technologies
About the role
About the role
We're hiring Customer Support Specialists to handle subscription charges, cancellations, and billing questions. We're a consumer fintech company.
What you'll do
- Resolve subscription and billing questions by chat and email in Intercom: charges, renewals, and account questions.
- Process cancellation requests promptly and accurately.
- Review account and transaction history before responding.
- Apply refund policies consistently and explain decisions clearly.
- De-escalate frustrated members and escalate exceptions to the right team.
- Tag and document every conversation.
- Pick up handoffs from our AI assistant and flag incorrect answers.
- Share member feedback trends with product and operations.
What we're looking for
- 1–2+ years in customer support, ideally in billing, payments, or subscriptions (fintech, telecom, SaaS, or similar).
- Excellent written English.
- Solid understanding of recurring charges, renewals, and pending vs. posted transactions.
- Ability to de-escalate upset customers and hold policy firmly.
- Strong critical thinking and problem-solving skills.
- High attention to detail with account and transaction data.
- Sound judgment on when to resolve and when to escalate.
- Comfortable presenting ideas and data to clients.
- Uses AI tools (e.g., ChatGPT, Claude) daily; writes effective prompts and verifies outputs.
- Consistent with process and documentation.
Nice to have
- Chargeback or payment dispute experience.
- Experience with Intercom or AI-assisted support tools.
- Experience with Amplitude or similar analytics tools.
How to apply
Send your resume, and LinkedIn profile to the email below.