Support automation specialist

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. #J-18808-Ljbffr