Billing & Subscriptions Specialist — SaaS Payments & Refunds

CodeRabbit; San Francisco, Boston (CA, MA); Híbrido; USD 70.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Equity

Benefits

Descripción de la vacante

CodeRabbit, a leading AI code review platform, is seeking a Billing Support Specialist to join our Customer Support team in a hybrid setup (San Francisco or Boston). You will handle subscriptions, payments, refunds, credits, and invoices while upholding exceptional customer service.

The ideal candidate has 2+ years in billing-focused or customer support roles, strong English communication, and a solid understanding of subscription-based billing.

Formación

• 2+ years of experience in customer support, billing support, subscription management, or related roles.
• Excellent written and verbal English communication.
• Strong understanding of subscription-based billing models (recurring payments, renewals, credits, refunds, cancellations).
• Excellent problem-solving and decision-making in complex customer situations.
• Customer-first mindset balancing satisfaction with policies.
• Experience handling difficult or sensitive customer conversations.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaborate with cross-functional teams.

Responsabilidades

• Own and resolve billing-related support tickets (subscriptions, refunds, credits, invoices).
• Provide clear, accurate responses to billing questions and policy explanations.
• Assess refund requests and billing disputes with sound judgment.
• Handle challenging conversations with empathy and professionalism.
• Investigate discrepancies and escalate when needed with internal teams.
• Collaborate with Customer Success, Finance, and Engineering to fix issues.
• Identify recurring billing problems and propose process/documentation improvements.
• Maintain thorough ticket documentation and follow-up until resolution.
• Contribute to internal billing knowledge bases and best practices.
• Provide coverage across different time zones as needed.

Conocimientos

Customer support

Billing support

Subscription management

Communication skills

Problem solving

Attention to detail

Cross-functional collaboration

Independence

Herramientas

Chargebee

Stripe

Zendesk

Intercom

Descripción del empleo

CodeRabbit, a leading AI code review platform, is seeking a Billing Support Specialist to join our Customer Support team in a hybrid setup (San Francisco or Boston). You will handle subscriptions, payments, refunds, credits, and invoices while upholding exceptional customer service.

The ideal candidate has 2+ years in billing-focused or customer support roles, strong English communication, and a solid understanding of subscription-based billing.