Billing Support Specialist

About Suno

Suno is a music company built to amplify imagination. Powered by the world’s most advanced AI music model, Suno offers an unparalleled creative platform that includes Suno Studio, a breakthrough generative audio workstation. From shower-singers to aspiring songwriters to seasoned artists, Suno empowers a global community to create, share, and discover music—unlocking the joy of musical expression for all.

About the Role

Billing Specialists play a critical customer-facing role in our business. The ability to quickly resolve complex billing issues with informed critical thinking is key to success. Our ideal candidate not only has a background working with payments, but has an understanding of a music maker’s journey and offers an empathetic approach to customer service. We live at the intersection of tech and human touch, so if you’re ready to craft 100+ emails a day, we’d love to hear from you!

Check out our Suno version of the job here!

What You’ll Do

• Reply to customer inquiries related to billing, payments, subscriptions, refunds, and invoices

• Investigate charge disputes, payment failures, duplicate charges, and refund requests

• Ensure customers receive clear, timely, and helpful communication regarding billing matters

• Escalate complex billing issues to appropriate internal teams (Support Leads, Product Development) as necessary.

• Process refunds, credits, and adjustments in accordance with company policies

• Maintain accurate records of billing interactions and case notes

• Identify trends in billing issues and suggest process improvements

• Assist users with account management, technical issues, and general product-related questions by providing clear and detailed instructions for troubleshooting and resolving

What You’ll Need

• Strong understanding of invoicing, refunds, and subscription management via tools such as Stripe, PayPal, etc

• Experience with customer support software (e.g., Zendesk, Front, Salesforce, etc.)

• Empathy and a passion for helping others

• Excellent verbal and written communication skills

• Strong problem-solving skills and a keen attention to detail

• 1-3 years (Tier 1) or 3-5 years (Tier 2) of customer service experience, preferably in a tech and/or music-related industry

• Experience in a SaaS environment or support role for digital products is highly desirable

• Familiarity with AI-powered tools or music production software is a plus

• Comfortable handling sensitive customer information with discretion

• Ability to manage multiple cases and prioritize effectively

Perks & Benefits for Full-Time Employees

• This role is remote

• Company Equity Package

• 401(k) with 3% Employer Match & Roth 401(k)

• Medical, Dental, & Vision Insurance (PPO w/ HSA & FSA options)

• 11 Paid Holidays + Unlimited PTO & Sick Time

• 16 Weeks of Paid Parental Leave

• Creative Education Stipend

Suno is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the Massachusetts Fair Chance in Employment Act, NYC Fair Chance Act, LA City Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.