Support Specialist, Subscriptions & Billing

The role

You will own customer-facing resolution for billing, invoicing, payment, subscription, and account access issues for Cognition and Windsurf customers. You will partner with Finance and Engineering to resolve issues and build internal playbooks and documentation.

What you will do

• Own incoming subscription and billing issues from initial response through resolution.
• Provide clear, empathetic, and accurate communication for sensitive billing situations.
• Triage billing and subscription issues for internal escalation.
• Partner with Finance on invoicing, purchase orders, tax/VAT, refunds, and enterprise workflows.
• Partner with Engineering on billing system bugs, product edge cases, and account entitlements.
• Track escalations to completion and provide proactive status updates.
• Build internal playbooks, macros, tooling, and documentation.
• Creatively apply AI tooling and agents to improve deflection rate.
• Identify recurring ticket drivers and share feedback with leadership.

Required qualifications

• 2+ years of experience in customer support, billing operations, revenue operations, customer success, account management, or a similar customer-facing operational role.
• Familiarity with subscription billing platforms such as Stripe, Chargebee, or similar.
• Familiarity with ticketing and customer support systems such as Zendesk, Pylon, Intercom, or similar.
• Excellent written communication and customer judgment.
• Strong attention to detail and ability to manage billing-related work accurately.
• Strong organizational skills to manage a high volume of concurrent tickets and escalations.
• Ability to triage ambiguous customer issues and drive resolution with urgency.
• Comfort working across support, billing, CRM, and internal admin tools.
• Ability to operate effectively in a fast-paced environment.
• Interest in AI, developer tools, and the future of software engineering.

Nice to have

• Experience supporting enterprise customers through invoicing, procurement workflows, purchase orders, tax/VAT questions, and payment reconciliation.
• Experience with refunds, credits, failed charges, disputes, proration, renewals, and other subscription billing concepts.
• Experience writing help center articles, internal documentation, macros, or operational runbooks.
• Experience identifying recurring operational issues and improving processes, tooling, or customer-facing guidance.

About the company

Cognition is an applied AI lab building end-to-end software agents. They are the makers of Devin, the first AI software engineer.