Support Specialist, Subscriptions & Billing

Responsibilities

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

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.

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 to reduce future ticket volume.