Billing Support Specialist in SKELAR

SKELAR is a Ukrainian venture builder that builds international tech businesses. Together with the co-founders, we gather strong teams to win in global markets.

Today, SKELAR has a dozen businesses in various niches — from EdTech to marketplaces. These are companies that are included in the rankings of the TOP startups and product companies of Ukraine, occupy the highest positions in the AppStore and develop platforms that are used by millions of people. TechCrunch, Wired and other global media also write about SKELAR businesses.

We are proud of a strong team of 1000+ specialists who have cool expertise and ambitious goals. Our people are the company's most valuable asset, so we choose to build businesses with the best talent on the market.

Storyby is an entertainment tech company that turns original ideas into stories in novels, vertical films and immersive audiobooks. 10+ million people around the world read, watch and listen to our content.

There are three products in the Storyby ecosystem:

DramaShorts – streaming vertical cinema with 1 million fans every month (own production in Europe and the USA).

AlphaNovel – platform of novels and immersive audiobooks with a library of 20,000+ works.

StorybyWriter is a publishing platform for 25,000+ authors; we screen the strongest stories for DramaShorts.

Who we are looking for

We are looking for a Billing Support Specialist (Junior) to strengthen the support team.

The position is suitable even if you have 3+ months of experience or experience in related domains (customer support, operations, payments, fintech).

Your main tasks

— Communicating with users regarding payment issues: refunds, cancellations, disputes, double charges, unauthorized payments (email / ticket-based support in Zendesk);

— Working with subscriptions and payments: checking transactions, subscription statuses, interaction with the payment provider;

— Adherence to SLA and quality of service: fast and correct answers, attention to details, focus on user experience;

— Improving support processes: updating templates, participating in improving new flows, testing tools together with the team

— Deep immersion in the product: you will know the product better than many, because support is the first to see real user problems.

What for us important

— English — B1+ (daily written communication);

— Experience working with clients: email / chats / calls / offline — the format is not critical;

— Empathy and customer orientation — even in complex or conflicting cases;

— Attention to detail and the ability to correctly collect information for escalations;

—Flexibility and adaptability — new flows and processes do not scare, but arouse interest.

Will be a plus

— Experience in billing / payments / fintech / operations;

— Basic knowledge of billing: failed payments, refunds & disputes, chargeback lifecycle, basic fraud patterns;

— Profid of working with Zendesk or other ticket-based systems;

— Understanding of support metrics: FRT, Resolution Time, CSAT and how to influence them.

What you will get

— Work in an interesting product at the stage of scaling and development;

— Real impact on processes from the first weeks;

— Remote-format and convenient schedule (2/2 - 23:00-07:00, 8-hour shift);

— Regular performance review, transparent feedback and clear growth areas;

— Opportunity to develop in the areas of: QC, operations, disputes, team lead in the future.

In addition to businesses, we are developing SKELAR foundation — a charitable foundation created by employees companies Within the framework of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

SKELAR is an environment for self-realization of people who are able to create successful companies. We call such companies the next big everything. We believe in their power and scale.
We plan to continue to develop tech businesses, conquer global markets and work for the victory of Ukraine.

For this, we have created all the opportunities within our venture builder:
— 8 SKELAR Platform teams that ensure the operational efficiency of businesses: from recruiting and technical equipment to financial and legal architecture;
— A community of founders who have already launched more than one business and can share practical experience;
— Internal clubs for professional areas: marketing, development, finance, recruiting;
— Trainings, courses, attending conferences;
— Medical insurance.

Let's build the next big everything together!