Role Overview
Cognition in San Francisco is hiring a full-time Support Specialist, Subscriptions & Billing to manage customer-facing billing, subscription, and account access issues. This role suits an operations or customer support professional with experience in billing workflows who wants to contribute to an applied AI lab.
Key Responsibilities
Manage incoming subscription and billing issues from the initial customer contact through final resolution, covering renewals, upgrades, downgrades, refunds, payment failures, invoices, and billing-related account access.
Communicate clearly, empathetically, and accurately with users, especially when they are blocked or navigating sensitive billing situations.
Triage billing and subscription concerns to determine whether resolution happens within support or requires escalation to Finance, Engineering, or other internal teams.
Collaborate with Finance regarding invoicing, purchase orders, tax or VAT questions, refunds, credits, payment reconciliations, and enterprise billing workflows.
Partner with Engineering to address billing system bugs, product edge cases, account entitlements, internal tooling gaps, and subscription-related product behaviors.
Track escalations to completion while providing customers with proactive, high-quality status updates.
Create internal playbooks, macros, tooling, and documentation to accelerate future investigations, and creatively apply AI tooling and agents to improve billing issue deflection rates.
Pinpoint recurring ticket drivers and share actionable feedback with Finance, Engineering, Product, and Support leadership to minimize volume and enhance customer outcomes.
Requirements
Minimum of 2 years of experience in customer support, billing operations, revenue operations, customer success, account management, or a related customer-facing operational role.
Familiarity with subscription billing platforms such as Stripe or Chargebee.
Experience with ticketing and customer support systems like Zendesk, Pylon, or Intercom.
Excellent written communication skills and sound customer judgment for handling sensitive or high-stakes billing inquiries.
Strong attention to detail and the ability to manage billing-related work accurately across multiple systems and workflows.
Strong organizational skills to manage a high volume of concurrent tickets and escalations.
Ability to triage ambiguous customer issues, identify appropriate next steps, and drive resolution with urgency and ownership.
Comfort working across support, billing, CRM, and internal admin tools with the ability to learn new systems quickly.
Capacity to operate effectively in a fast-paced environment with rapidly evolving processes, products, and tools.
An interest in artificial intelligence, developer tools, and the future of software engineering.
Nice to Have
Experience supporting enterprise customers through invoicing, procurement workflows, purchase orders, tax or VAT inquiries, and payment reconciliation.
Experience dealing with refunds, credits, failed charges, disputes, proration, renewals, and other subscription billing concepts.
Experience drafting help center articles, internal documentation, macros, or operational runbooks.
Experience identifying recurring operational issues and improving processes, tooling, or guidance to lower future ticket volume.
Skills and Tools
Subscription billing platforms (Stripe, Chargebee)
Ticketing and customer support systems (Zendesk, Pylon, Intercom)
CRM, support, billing, and internal admin tools
AI tooling and agents for support deflection
Written communication and customer triage
About the Company
Cognition is an applied AI lab creating end-to-end software agents and the makers of Devin, the first AI software engineer. The talent-dense team features world-class competitive programmers, former founders, and leaders from cutting-edge AI companies.
How to Apply
Interested candidates should apply directly on the official Cognition careers page.
