Support Specialist Subscriptions and Billing
Cognition is an applied AI company that operates Devin, an autonomous software-engineering agent.
Funding history
About Cognition
Cognition builds AI agents and models for software engineering. Its flagship product, Devin, can plan, write, test, and ship code in a customer’s existing codebase and tools.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own subscription and billing issues from the first customer response through resolution. You will handle renewals, plan changes, refunds, payment failures, invoices, purchase orders, and account access. You will triage and escalate issues, maintain accurate customer updates, collaborate on billing-system problems, and improve playbooks, tooling, documentation, and recurring-issue prevention.
Requirements
- 2+ years of experience in customer support, billing operations, revenue operations, customer success, account management, or a similar role
- Familiarity with subscription billing platforms such as Stripe or Chargebee
- Familiarity with ticketing and customer support systems such as Zendesk, Pylon, or Intercom
- Excellent written communication and customer judgment
- Ability to manage billing work accurately across multiple systems
- Strong organizational skills for managing concurrent tickets and escalations
- Ability to triage ambiguous customer issues and drive resolution
- Comfort using support, billing, CRM, and internal administration tools
Responsibilities
- Own subscription and billing issues from initial response through resolution
- Communicate clearly, empathetically, and accurately with customers
- Triage issues and escalate them to appropriate internal stakeholders
- Coordinate invoicing, purchase orders, tax and VAT questions, refunds, credits, and payment reconciliations
- Partner on billing-system bugs, account entitlements, and subscription-related product behavior
- Track escalations to completion and provide proactive customer updates
- Build internal playbooks, macros, tooling, and documentation
- Identify recurring ticket drivers and share actionable feedback