CX Ops Specialist

Skills

About the Role

You'll be the first point of contact for customers' billing and account needs, resolving disputes, handling account and SSO setup, and owning monthly credit and renewal reporting. Roughly half your time goes to support and reporting, and the other half to building automations, starting with refund request triage. You'll work with Commerce, Billing, Finance and engineering to turn billing workflow friction into clear requirements. This role is hybrid, based out of the SF headquarters.

Requirements

• Experience in a customer-facing support, customer success, billing support, program management, or operations role, or equivalent projects
• Ability to break problems into core pieces and turn recurring patterns into clear rules for automated workflows
• Comfort working in a terminal: running commands, reading curl or HTTP requests, and interpreting JSON error responses
• Strong written communication and empathy, able to explain billing and technical concepts to non-technical customers
• Attention to detail with numbers
• Experience owning a ticket queue in a support platform (Pylon, Zendesk, Intercom, or similar) against response and resolution targets
• Strong ownership and habit of documenting and fixing root causes
• Ability to manage multiple workstreams and switch context frequently
• Preferred: Golang or Rust development experience
• Preferred: Cloud-native services experience (AWS, GCP)
• Preferred: Linux and networking fundamentals
• Preferred: Familiarity with Open Compute Project technologies

Responsibilities

• Own billing and account support: triage, respond, and resolve, or route to the right team
• Process refunds, investigate disputed charges, and resolve payment declines, payment-method changes, negative balances, and credit-limit issues
• Handle account setup, including SSO configuration for Okta, Azure AD, Google Workspace, and diagnose common failures
• Manage monthly reporting of customer credit requests, supporting forecasting and detailed customer reports checked against contract terms
• Build and maintain agent skills that automate repeatable steps of billing and credit work, starting with refund request triage
• Work with the Commerce team on product delivery, credit deposits, order fulfillment, and endpoint reservations using internal systems and command-line tools
• Raise friction in support-side billing workflows and help turn it into clear requirements
• Agree on priorities with your manager based on hours saved and error reduction

Benefits

• Startup equity
• Health insurance
• Other competitive benefits