Support Specialist Subscriptions and Billing

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.

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

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