Support Specialist, Subscriptions & Billing

Cognition
San Francisco
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Problem-solving","Time management","Organization"]

Join Cognition as a Support Specialist focused on Subscriptions & Billing, handling billing, invoicing, payments, and account access across Cognition and Windsurf. You will own customer communications end-to-end, triage issues with Finance and Engineering, and help improve processes with AI tooling to reduce ticket volume, directly impacting revenue retention and customer trust.

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FursaFursa
Cognition
Cognition
3 months ago

Support Specialist, Subscriptions & Billing

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Last checked: 2 hours agoStatus: Live

Job Summary

Join Cognition as a Support Specialist focused on Subscriptions & Billing, handling billing, invoicing, payments, and account access across Cognition and Windsurf. You will own customer communications end-to-end, triage issues with Finance and Engineering, and help improve processes with AI tooling to reduce ticket volume, directly impacting revenue retention and customer trust.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key 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.

Key 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.
Experience:2+ yearsCustomer supportBilling operationsRevenue operationsCustomer successAccount management
Skills:CommunicationProblem-solvingTime managementOrganization
Tech Stack:StripeChargebeeZendeskPylonIntercom

Company Brief

Cognition
Builds Devin, an autonomous AI software engineer and AI-native developer tools (Windsurf, DeepWiki) to automate software engineering workflows for enterprise customers.
Industry: Developer Tools
Company Size: Medium (51 to 250 employees)
Revenue: USD 50M to 100M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2023
Glassdoor
Glassdoor: 4.7
WebsiteLinkedInGlassdoor