Our client, MacPaw (https://macpaw.com/), a Ukraine-based software company that develops and distributes applications for macOS and iOS, is looking for a Billing Support Agent (with English B2-C1) to join their team of professionals. The company is a leader in this field and their products have over 30 million users worldwise. Besides, MacPaw has high patriotic values and prioritizes giving employment opportunities to Ukrainians.
It is a remote full-time position.
Schedule: Monday — Sunday; 23−07, 07−16, 11−20, 14−23, 15−00 What we have to offer:
- Experience in the international company working with people around the globe;
- Compensation — $900 for the first 2 months, and $950 after 2 months;
- Bonus — 50$ depending on the execution of the KPI per month;
- Training will be provided by the company and the client;
- 20 paid days of vacations and 10 days of sick leaves per year;
- Management’s attention, support and motivation.

Your responsibilities:
- Assisting customers with billing inquiries, including but not limited to payment processing, subscription management, and plan changing;
- Working towards keeping customers by addressing the underlying issues prompting their desire to cancel subscription. This involves navigating a delicate balance between persuasion and avoiding excessive friction with room for flexibility and creative problem-solving;
- Politely respond to customers' inquiries in a timely manner via email or live chat, ensuring a high level of professionalism and service quality;
- Gathering the info about refund-related issues;
- Analyze customers' requests to identify trends and areas for improvement, providing valuable insights to enhance the overall user experience;
- Assisting users with critical or non-critical bugs.

You are our perfect candidate if you have:
- Proficiency in written English at the B2-C1 level;
- Experience with Mac and Windows OS will be an advantage;
- Prior experience in Customer Support and Retention activities, demonstrating a track record of proficiently managing customer relationships and addressing their needs also working as product support would be a plus
- Experience with Apple/Amazon/PayPal/Billing services + with Zendesk/Intercom will be an advantage;
- Working as an account manager would be a plus.
- Strong problem-solving skills;
- Experience as a Customer Support Representative;
- Ability to handle sensitive customer information with confidentiality and discretion;
- Ability to work in a stressful situation, remaining calm, and showing respect and empathy while working with clients;
- Ability to remain focused while working remotely.

Our company Mindy Support is proud to cooperate with such an outstanding product IT company. Use this brilliant opportunity to join the MacPaw team with us!

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