CX Ops Specialist

About the Role As a CX Operations Specialist, you’re the first point of contact for customers’ billing and account needs, and you build the automation that makes the whole Customer Experience team faster. You’ll resolve billing disputes, handle account and SSO setup, and own monthly credit and renewal reporting. You’ll work closely with Commerce, Billing, and Finance as well as directly with customers. In this role, empathy and clear communication matter as much as the technical work. This is a role where you’ll spend roughly half your time on support and reporting and the other half building. You’ll find the repeatable, rules-based steps in the work, starting with refund request triage, and turn them into agent skills and workflows that produce accurate, reliable results. You’ll also partner with Commerce and engineering to turn friction in support-side billing workflows into clear requirements. You will be the first hire in a new function on a growing team. As the day-to-day gets automated, there’s room to grow into ownership of areas like RCA deliverables, CSAT, and renewals, or to go deeper as a technical tools and automation specialist. This role is based out of our SF headquarters and hybrid. 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 common identity providers (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 reque