# Support Specialist, Subscriptions & Billing

**Company:** [Cognition](https://hotfix.jobs/companies/cognition)
**Location:** San Francisco, CA
**Role:** Customer Support
**Experience:** 2+ years
**Skills:** Stripe, Chargebee, Zendesk, Intercom, Pylon, Billing Operations, Customer Support, Revenue Operations, CRM, Subscription Management
**Posted:** 2026-05-27

> Own customer-facing resolution for billing, invoicing, payment, subscription, and account access issues. Handle renewals, refunds, payment failures, and enterprise billing workflows while partnering with Finance and Engineering.

## Job Description

## 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.

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