Subscriber Experience & Billing UX Specialist

beIN MEDIA GROUP; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

belN Asia Pacific is seeking a specialist to drive growth by managing regional digital operations focused on subscriber support, billing, and entitlement. The role involves crafting support strategies, optimizing customer journeys, and coordinating across product and marketing to improve subscription experiences.

You will lead multi-level support, analyze billing data, and report insights to management, while ensuring high user satisfaction and efficient operations across the Asia Pacific region.

Responsibilities

• Strategize and execute user support and retention strategies across the Asia Pacific region, balancing customer satisfaction with costs.
• Own end-to-end subscriber satisfaction for subscriptions, billing, and entitlements; manage 24x7 support tiers and issue resolution.
• Collaborate with product and marketing teams to align touchpoints on subscriptions, billing, and entitlement data.
• Lead UX report definitions, measurement, and analysis of customer behavior related to subscriptions and billing.
• Regularly report to management with recommendations to improve the customer journey and service related to subscriptions and entitlements.
• Coordinate with internal and external parties to ensure end-to-end testing, reporting, and analysis for stakeholders.
• Manage client metadata, including user profiles, subscription info, payments, vouchers, and change requests.

Job description

belN Asia Pacific is seeking a specialist to drive growth by managing regional digital operations focused on subscriber support, billing, and entitlement. The role involves crafting support strategies, optimizing customer journeys, and coordinating across product and marketing to improve subscription experiences.

You will lead multi-level support, analyze billing data, and report insights to management, while ensuring high user satisfaction and efficient operations across the Asia Pacific region.