Support Specialist, Subscriptions & Billing

About the role

Cognition is building the AI software engineer of the future and needs a Support Specialist focused on Subscriptions & Billing. You will be the first point of contact for customers experiencing billing, invoicing, payment, subscription, and account‑access issues across Cognition and Windsurf products.

Key responsibilities

• Own the end‑to‑end resolution of subscription and billing inquiries, including renewals, upgrades, downgrades, refunds, payment failures and invoice blockers.
• Provide clear, empathetic, and accurate communication, especially when customers face sensitive billing situations.
• Tri­age issues to determine whether they can be solved within Support or need escalation to Finance, Engineering, or other stakeholders.
• Partner with Finance on invoicing, purchase orders, tax/VAT questions, refunds, credits, payment reconciliations and enterprise billing workflows.
• Collaborate with Engineering on billing system bugs, product edge cases, account entitlements and internal tooling gaps.
• Track escalations to completion and keep customers updated with proactive status reports.
• Develop internal playbooks, macros, tooling and documentation to speed up future investigations and improve issue deflection using AI agents.

Required profile

• Excellent written communication skills with a customer‑focused mindset.
• Strong operational judgment, high attention to detail and ability to handle sensitive issues with urgency.
• Comfortable working cross‑functionally with Finance, Engineering and product teams.
• Ability to identify recurring ticket drivers and provide actionable feedback to internal teams.

Required skills