Support automation specialist

Luni; Bordeaux; Hybride; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading app publisher in Bordeaux is seeking a Support and Billing Manager to oversee operations and develop AI-driven automation for their apps. The ideal candidate has 2+ years of experience in managing support and billing for subscription-based applications, is familiar with tools like Intercom and Stripe, and has a track record of successful AI automation projects. This role offers unlimited vacation, remote work flexibility, and wellness perks, with the option to work from Bordeaux, Paris, or remotely.

Prestations

Unlimited vacation

Remote work flexibility

Gym memberships

Financial savings plans

Family support benefits

Access to training and conferences

Qualifications

• 2+ years managing subscription-based support and billing.
• Strong experience with support tools like Intercom or Zendesk.
• Hands-on with user plan management in billing platforms.

Responsabilités

• Handle all support and billing tickets from day one.
• Build AI-driven support engine for automation.
• Manage user plans across multiple payment platforms.

Connaissances

Managing support and billing

Experience with support tools

User plan management in Stripe Billing

Building AI automations

Handling chargebacks

Outils

Intercom

Zendesk

HelpScout

Stripe

Paddle

Primer

Solidgate

Description du poste

Who are we?

At Luni, we create B2C mobile apps that improve everyday lives, stand out through quality content, and explore new ways to experience products.

As a top ten global app publisher with millions of users, our hits include 🎬 Shorts , ⭐️ Astro Club and 🖨️ Scanner . Most of our revenue comes from in-app subscriptions in the US.

Our culture

We value flexibility, collaboration, and ownership. Team members have the freedom to take initiative, share ideas, and challenge the status quo - all within a culture built on trust, attention to detail, and continuous learning.

👀 Learn more about Luni in this French podcast : Adrien Miniatti - Créer en 3 ans un leader mondial autofinancé par l'Appstore by Matthieu Stefani - "Generation Do it Yourself"

About the role

You’ll work closely with product managers and software engineers to take full ownership of support and billing operations on our apps, and then build the AI-driven automation system that will replace most manual work. Your responsibilities will include :

• Start hands‑on : handle all support and billing tickets from day one.
• Build and scale an AI‑driven support engine that takes manual volume from 100% to under 10% in 3–4 months.
• Manage all user plans across payment platforms (Stripe, Paddle, Primer, Solidgate) : upgrades, downgrades, pauses, cancellations, refunds, coupons.
• Create and maintain the core “Top 20” support guidelines used by both the team and AI automation.
• Deploy and optimize AI support chatbots to resolve 90%+ of inquiries automatically.
• Own the full chargeback defense process (tools + automation + manual cases).
• Maintain the self‑service Help Center and in‑app FAQ.
• Produce weekly / monthly dashboards on automation coverage, recovered revenue, chargebacks, and LTV impact.

Who you are?

• 2+ years managing support and billing for subscription‑based web / mobile apps.
• Strong experience with support tools (Intercom, Zendesk, HelpScout, etc.).
• Hands‑on with user plan management in Stripe Billing, Paddle, Primer, or Solidgate.
• Already built AI automations that significantly reduced manual ticket volume (70%+).
• Able to create and maintain core support playbooks (Top 20–30 guidelines).
• Experience handling chargebacks, including automated and manual disputes.

Soft skills :

• Ownership : takes full responsibility for issues until they’re fixed.
• Detail‑oriented : zero mistakes on billing, refunds, or plan changes.
• Problem‑solver : quickly identifies root causes and proposes fixes.
• Technical adaptability : comfortable learning tools, APIs, and AI systems.

Why join Luni?

• Flexible Time Off & Work : Unlimited vacation, 2 remote days / week and work remotely for up to 30 consecutive days abroad.
• Daily Comforts : Daily meal vouchers and Friday brunches once a month.
• Financial Well‑Being : Company and retirement savings plans.
• Work‑Life Balance with Benefiz : €1,800 annual allowance for personal services, culture, sports, remote‑work equipment, vacations, and more.
• Wellness Perks : On‑site gym in Bordeaux or Gymlib in Paris, plus a 100%-covered Benefiz health plan for you and your family.
• Family Support : Dedicated nursery spots, extra paid parental leave, and customized family‑friendly benefits.
• Continuous Growth : Access to conferences, workshops, and training.
• Vibrant Culture : Choose to work from Bordeaux, Paris, or remotely, and connect through team‑building events and seminars.

Equal opportunity employer

Research shows that women and other marginalized groups tend to only apply for a job when they meet every single criteria. Does this role sound like it was made for you, yet you don’t check every box? Reach out anyways! We’re an equal opportunity employer and are dedicated to fostering an inclusive and diverse environment for employees from all walks of life. We hire based on talent, and we’re proud of our global perspective.