Billing Support Specialist
About The Position
CodeRabbit is seeking a customer-focused, detail-oriented Billing Support Specialist to join its growing Customer Support organization. The role handles customer inquiries about subscriptions, payments, refunds, credits, invoices, and account changes, resolving issues while delivering a positive customer experience. The specialist exercises sound judgment, approaches sensitive situations with empathy and professionalism, and balances customer satisfaction with company policies. The position is hybrid in San Francisco or Boston and may provide billing support coverage across different time zones as needed. Success in the role includes delivering positive experiences in challenging billing situations, managing inquiries from initial contact through resolution, making fair and consistent decisions, improving resolution times and workflows, and becoming a trusted billing resource within the Support organization.
Requirements
- At least 2 years of experience in customer support, billing support, subscription management, or a related customer-facing role.
- Excellent written and verbal communication skills, with business fluency in English.
- Strong understanding of subscription-based billing models, including recurring payments, renewals, credits, refunds, and cancellations.
- Excellent problem-solving skills and the ability to make thoughtful decisions in complex customer situations.
- Strong customer-first mindset and ability to balance customer satisfaction with company policies.
- Experience handling difficult or sensitive customer conversations.
- Strong attention to detail and organizational skills, with the ability to manage multiple customer requests.
- Ability to work independently and collaborate effectively with cross-functional teams.
Nice To Haves
- Experience supporting billing operations at a SaaS or subscription-based company.
- Familiarity with billing platforms such as Chargebee, Stripe, or similar systems.
- Experience with ticketing and customer support platforms such as Pylon, Zendesk, or Intercom.
- Understanding of software subscription models, including seat-based pricing, trials, upgrades, and downgrades.
- Experience handling billing escalations, disputes, and customer retention situations.
- Familiarity with basic technical troubleshooting or working alongside technical support teams.
- Experience supporting customers across multiple regions and time zones.
Responsibilities
- Own and resolve billing-related support tickets, including subscription management, refunds, credits, payment issues, invoices, seat adjustments, and subscription transfers.
- Provide clear, accurate, and timely responses to customers about billing policies, charges, and subscription options.
- Evaluate customer requests, including refund exceptions, billing disputes, and other sensitive situations, using sound judgment.
- Handle difficult customer conversations with empathy, professionalism, and a solutions-oriented approach.
- Investigate billing discrepancies and collaborate with internal teams when additional support or approval is needed.
- Work with Customer Success, Finance, and Engineering to resolve billing issues and improve the customer experience.
- Identify recurring billing issues and recommend improvements to processes, documentation, and workflows.
- Maintain accurate ticket documentation and follow up until resolution.
- Contribute to internal knowledge bases and help establish consistent billing support practices.
- Provide billing support coverage across different time zones as needed.
Benefits
- Competitive salary, equity, and benefits.
- Professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
