Cognition

1 month ago

Support Specialist, Subscriptions & Billing

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour 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: 4.7

Website LinkedIn Glassdoor

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Cognition

1 month ago

Support Specialist, Subscriptions & Billing

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

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: 4.7

Website LinkedIn Glassdoor