Billing Support Specialist

The role

This person will handle billing-related customer inquiries including subscriptions, payments, refunds, credits, invoices, and account changes. They will resolve support tickets and collaborate with internal teams to improve the customer experience.

What you will do

• Own and resolve billing-related support tickets.
• Provide clear, accurate, and timely responses to customers regarding billing policies, charges, and subscription options.
• Exercise sound judgment when evaluating customer requests.
• Handle difficult customer conversations with empathy and professionalism.
• Investigate billing discrepancies and collaborate with internal teams.
• Work closely with Customer Success, Finance, and Engineering.
• Identify recurring billing issues and recommend improvements.
• Maintain accurate ticket documentation.
• Contribute to internal knowledge bases.
• Provide billing support coverage across different time zones as needed.

Required qualifications

• At least 2 years of experience in customer support, billing support, subscription management, or a related customer-facing role.
• Excellent written and verbal communication skills, with business fluency in English.
• Strong understanding of subscription-based billing models, including recurring payments, renewals, credits, refunds, and cancellations.
• Excellent problem-solving skills and the ability to make thoughtful decisions in complex customer situations.
• Strong customer-first mindset with the ability to balance customer satisfaction and company policies.
• Experience handling difficult or sensitive customer conversations.
• Strong attention to detail, organizational skills, and ability to manage multiple customer requests.
• Ability to work independently and collaborate effectively with cross-functional teams.

Nice to have

• Experience supporting billing operations at a SaaS or subscription-based company.
• Familiarity with billing platforms such as Chargebee, Stripe, or similar systems.
• Experience with ticketing and customer support platforms such as Pylon, Zendesk, or Intercom.
• Understanding of software subscription models, including seat-based pricing, trials, upgrades, and downgrades.
• Experience handling billing escalations, disputes, and customer retention situations.
• Familiarity with basic technical troubleshooting or working alongside technical support teams.
• Experience supporting customers across multiple regions and time zones.

Benefits

• Work on cutting-edge technology with real-world impact
• Collaborative and innovative environment
• Competitive salary, equity, and benefits
• Professional development opportunities

About the company

CodeRabbit is the governance and control layer for agentic software development. The platform provides independent validation for engineering teams to help them trust the code they ship.