Billing Support Specialist

Role Overview

At CodeRabbit, we are looking for a customer-focused and detail-oriented Billing Support Specialist to join our growing Customer Support organization. In this role, you will be responsible for handling billing-related customer inquiries, including subscriptions, payments, refunds, credits, invoices, and account changes.

You will help customers navigate billing questions and resolve issues while ensuring a positive customer experience. You will play an important role in delivering excellent customer support by exercising sound judgment, handling sensitive situations with empathy and professionalism, and finding solutions that balance customer satisfaction with company policies.

The ideal candidate has a strong understanding of subscription-based billing models, excellent communication skills, and the ability to independently manage complex or sensitive customer situations.

Key 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 regarding billing policies, charges, and subscription options.
• Exercise sound judgment when evaluating customer requests, including refund exceptions, billing disputes, and other sensitive situations.
• 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 required.
• Work closely 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 ensure proper 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.

Great candidates often have these qualifications

• 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 with the ability to balance customer satisfaction and company policies.
• Experience handling difficult or sensitive customer conversations.
• Strong attention to detail, organizational skills, and ability to manage multiple customer requests.
• Ability to work independently and collaborate effectively with cross-functional teams.

“Nice to Have”

Great candidates may also have one or more of these qualifications

• 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.

“Success Criteria”

• Customer Satisfaction: Deliver a positive customer experience, even when handling challenging billing situations.
• Billing Ownership: Independently manage billing inquiries from initial contact through resolution.
• Sound Judgment: Make fair, consistent decisions that consider customer needs and company policies.
• Operational Efficiency: Reduce billing ticket resolution times and improve support workflows.
• Team Collaboration: Become a trusted billing resource within the Support organization and help improve billing knowledge across the team.

What We Offer

• Work on cutting-edge technology with real-world impact
• Collaborative and innovative environment
• Competitive salary, equity, and benefits
• Professional development opportunities