Support Specialist, Subscriptions & Billing

Cognition
San Francisco, CA
Category Customer Service
Job Description
As a Support Specialist focused on Subscriptions & Billing, you will own customer-facing resolution for billing, invoicing, payment, subscription, and account access issues across Cognition and Windsurf customers.

Requirements

  • 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, especially when handling sensitive or high-stakes billing issues
  • Strong attention to detail and ability to manage billing-related work accurately across multiple systems and workflows
  • Strong organizational skills and ability to manage a high volume of concurrent tickets and escalations
  • Ability to triage ambiguous customer issues, identify the right next step, and drive resolution with urgency and ownership
  • Comfort working across support, billing, CRM, and internal admin tools; able to learn new systems quickly and maintain accuracy across workflows
  • Ability to operate effectively in a fast-paced environment where processes, products, and tools are evolving quickly
  • Interest in AI, developer tools, and the future of software engineering
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