Cognition27.05.2026

Support Specialist, Subscriptions & Billing

Полная занятостьОфис

Обязанности

01Own incoming subscription and billing issues from initial customer response through resolution, including renewals, upgrades, downgrades, refunds, payment failures, invoices, and billing-related account access
02Provide clear, empathetic, and accurate communication, especially when customers are blocked or dealing with sensitive billing situations
03Triage billing and subscription issues to determine whether they can be resolved within Support or require escalation to Finance, Engineering, or other internal stakeholders
04Partner with Finance on invoicing, purchase orders, tax/VAT questions, refunds, credits, payment reconciliations, and enterprise billing workflows
05Partner with Engineering on billing system bugs, product edge cases, account entitlements, internal tooling gaps, and subscription-related product behavior
06Track escalations to completion and keep customers updated with proactive, high-quality status updates
07Build internal playbooks, macros, tooling, and documentation that make future subscription and billing investigations faster and more consistent
08Creatively apply AI tooling and agents to help improve deflection rate of billing issues
09Identify recurring ticket drivers and share actionable feedback with Finance, Engineering, Product, and Support leadership to reduce volume and improve customer outcomes

012+ years of experience in customer support, billing operations, revenue operations, customer success, account management, or a similar customer-facing operational role
02Familiarity with subscription billing platforms such as Stripe, Chargebee, or similar
03Familiarity with ticketing and customer support systems such as Zendesk, Pylon, Intercom, or similar
04Excellent written communication and customer judgment, especially when handling sensitive or high-stakes billing issues
05Strong attention to detail and ability to manage billing-related work accurately across multiple systems and workflows
06Strong organizational skills and ability to manage a high volume of concurrent tickets and escalations
07Ability to triage ambiguous customer issues, identify the right next step, and drive resolution with urgency and ownership
08Comfort working across support, billing, CRM, and internal admin tools; able to learn new systems quickly and maintain accuracy across workflows
09Ability to operate effectively in a fast-paced environment where processes, products, and tools are evolving quickly
10Interest in AI, developer tools, and the future of software engineering