Customer Support (Payments & Billing)

The role

This person will work in an operational role within the payments direction focusing on billing, payment infrastructure, fraud, and chargebacks. They will monitor payment infrastructure, investigate complex payment cases, and communicate with users via ticket-based systems.

What you will do

• Monitoring payment infrastructure and key metrics
• Working with payment incidents such as failed payments, refunds, disputes/chargebacks
• Investigating complex payment cases including unauthorized payments and chargeback threats
• Communicating with users regarding payment issues through ticket-based systems
• Working with fraud cases and analyzing fraud patterns
• Interacting with stakeholders in product, support, payments, and compliance

Required qualifications

• Basic understanding of online payments and fraud patterns
• English B1+ spoken and written
• Readiness to work night shifts (19:00 — 3:00)
• Analytical approach to problem investigation
• Ability to work in a multitasking environment with frequent changes in approaches
• Ability to work with SLA and escalations
• Desire to improve processes and proactively share own ideas

Nice to have

• Practical experience with failed payments, refunds, disputes, and understanding chargeback lifecycle
• Experience working with ticket-based systems such as Zendesk or analogues
• Readiness to take ownership of tasks and bring them to a result

Benefits

• Real influence on payments processes and business
• Career growth tied to results, KPI, and ownership
• Networking and exchange of expertise with colleagues
• Salary review immediately after probation and every six months after
• Monthly bonuses for good performance
• Medical insurance
• Sick leave
• 18 days of paid vacation per year

About the company

SKELAR is a venture builder that builds companies. They build tech products used by over 10 million people worldwide in sectors like EdTech, Mental health, Petcare, and FashionTech.