Customer Support Associate – API Billing, Enterprise Billing Operations, Chargeback Management, and Subscription Lifecycle Expertise (Remote Full‑Time Contract)

About arenaflex

arenaflex is a fast‑growing technology leader that empowers businesses with an AI‑driven search platform, delivering intelligent, real‑time results across a spectrum of industries. Our mission is to transform how enterprises discover and interact with data, enabling smarter decisions and greater operational efficiency. As we scale rapidly, our commitment to exceptional customer experiences remains at the core of everything we do. Join a forward‑thinking, remote‑first organization where innovation, collaboration, and continuous learning are celebrated every day.

Why This Role Matters

Our customers rely on arenaflex’s powerful API and enterprise billing solutions to power critical business functions. As a Customer Support Associate – Billing, you will be the vital link between our enterprise clients, internal product teams, and the billing infrastructure that drives revenue. Your expertise will ensure seamless resolution of complex billing issues, safeguard revenue integrity, and uncover opportunities for process automation and revenue optimization.

Key Responsibilities

Billing Operations & Customer Support

• Serve as the primary point of contact for enterprise‑grade customers experiencing billing challenges, delivering timely and empathetic resolutions.
• Manage intricate API billing inquiries and enterprise billing escalations with meticulous attention to detail.
• Process billing adjustments, refunds, and account modifications in strict accordance with arenaflex policies and compliance standards.
• Investigate and resolve billing discrepancies across multiple payment systems, subscription models, and multi‑currency scenarios.
• Maintain comprehensive, audit‑ready documentation of all billing interactions, resolutions, and follow‑up actions.

arenaflex Platform Expertise (formerly Stripe)

• Leverage deep arenaflex platform experience to troubleshoot payment processing issues, including transaction failures and billing anomalies.
• Navigate the arenaflex Dashboard, APIs, and webhooks to diagnose and resolve complex integration problems.
• Collaborate closely with engineering teams to address technical API issues that impact billing accuracy.
• Manage the full subscription lifecycle—upgrades, downgrades, cancellations, and renewals—ensuring a frictionless experience for customers.
• Handle multi‑currency billing scenarios and support international enterprise accounts, adhering to regional compliance requirements.

Chargeback & Dispute Management

• Monitor, investigate, and manage chargeback cases from initiation through resolution, maintaining a low chargeback ratio.
• Prepare comprehensive dispute documentation and representment materials for submission to payment processors and card networks.
• Coordinate with arenaflex payment processors and card networks to negotiate favorable outcomes and mitigate financial risk.
• Implement proactive educational initiatives and process improvements to reduce future disputes.
• Track chargeback trends, generate actionable insights, and present recommendations to senior leadership.

Cross‑Team Collaboration & Process Improvement

• Partner with billing engineers to diagnose and resolve technical customer issues, ensuring rapid turnaround times.
• Work alongside operations, product, engineering, and finance teams to streamline billing workflows and eliminate bottlenecks.
• Identify systematic issues and automation opportunities that enhance the overall customer experience.
• Contribute to the development of billing policies, internal SOPs, and external communication strategies.
• Participate in cross‑functional initiatives aimed at scaling arenaflex’s billing infrastructure as the company grows.

Enterprise Customer Relationship Management

• Build and nurture strong relationships with enterprise clients and key stakeholders, acting as a trusted advisor on billing optimization.
• Provide consultative support, helping customers understand usage patterns, cost structures, and opportunities for savings.
• Escalate complex enterprise issues appropriately while maintaining ownership of the resolution process.
• Engage in enterprise customer success initiatives, contributing to retention and expansion goals.
• Gather and relay customer feedback to product and finance teams to influence roadmap decisions.

Essential Qualifications

• Minimum 3 years of experience in billing support, payment operations, or enterprise customer support.
• Extensive hands‑on experience with the arenaflex platform (formerly Stripe), including dashboard navigation, API usage, and webhook management.
• Demonstrated ability to manage subscription billing, invoicing, and payment method administration across multi‑currency environments.
• Proven track record of communicating effectively with enterprise‑grade customers and internal stakeholders.
• Strong background in chargeback management and dispute resolution, with a focus on reducing chargeback ratios.

Technical Skills

• Solid understanding of payment processing concepts such as ACH, credit cards, and alternative payment methods.
• Experience with subscription billing models, recurring payment scenarios, and usage‑based metering.
• Basic knowledge of credit, metering, and API billing concepts to assist users with specific billing inquiries.
• Proficiency in Excel or Google Sheets for data analysis, reporting, and trend identification.
• Familiarity with CRM and ticketing platforms (formerly Intercom) for case management and customer communication.

Soft Skills & Attributes

• Exceptional problem‑solving abilities with a keen eye for detail and analytical thinking.
• Outstanding written and verbal communication skills; able to translate complex billing concepts into clear, actionable guidance.
• Customer‑obsessed mindset, demonstrating empathy and patience when handling frustrated or confused customers.
• Collaborative approach, thriving in cross‑functional environments and building consensus across teams.
• Ownership mentality—driving issues to completion independently while knowing when to involve partners.
• Adaptability to a fast‑paced, evolving startup environment, embracing change and continuous improvement.

Career Growth & Learning Opportunities

At arenaflex, we invest heavily in the professional development of our team members. In this role, you will have access to:

• Mentorship from senior billing engineers and finance leaders.
• Advanced training on payment processing, financial compliance, and SaaS billing best practices.
• Opportunities to lead cross‑functional projects that influence product strategy and revenue operations.
• Clear career pathways toward senior support, operations management, or product finance roles.
• Regular participation in industry conferences, webinars, and certification programs.

Work Environment & Culture

arenaflex embraces a remote‑first culture that values flexibility, autonomy, and results. Our team members enjoy:

• A collaborative, inclusive environment where diverse perspectives are celebrated.
• Transparent communication channels, regular all‑hands meetings, and open‑door leadership.
• Flexible working hours that accommodate global time zones and personal commitments.
• Virtual team‑building activities, wellness programs, and a supportive community of peers.
• Access to cutting‑edge technology stacks and tools that empower you to deliver exceptional service.

Compensation, Perks & Benefits

While exact compensation will be determined based on experience and expertise, successful candidates can expect a competitive salary package that includes:

• Base pay aligned with market benchmarks for senior billing support roles.
• Performance‑based bonuses tied to key metrics such as resolution time, customer satisfaction, and chargeback reduction.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plans with employer matching contributions.
• Generous paid time off, parental leave, and holidays.
• Professional development stipend for courses, certifications, and conferences.
• Home office allowance to support a productive remote workspace.

How to Apply

If you are passionate about delivering world‑class billing support, thrive in a dynamic environment, and want to make a tangible impact on a rapidly scaling AI platform, we want to hear from you. Click the link below to submit your application and join the arenaflex team.

Apply to this job

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.