Support Specialist, Subscriptions & Billing

About the role

Cognition is building the AI software engineer of the future. As a Support Specialist focused on Subscriptions & Billing, you will own customer-facing resolution for billing, invoicing, payment, subscription, and account access issues across Cognition and Windsurf customers. This role requires excellent written communication, strong operational judgment, attention to detail, and the ability to manage sensitive customer issues with urgency and accuracy. You will help customers navigate everything from plan changes and payment failures to refunds, invoice blockers, purchase orders, renewal questions, and enterprise billing workflows. You will be the first line of response for subscription and billing issues, owning customer communication end-to-end while partnering closely with Finance, Engineering, and other internal teams to ensure issues are resolved accurately and efficiently. This is a customer-facing role with direct impact on revenue retention, customer trust, and the day-to-day experience of teams using Cognition and Windsurf.