{"id":3483597,"url":"https://alion.io/job/coderabbit-billing-support-specialist","title":"Billing Support Specialist","company":{"id":35010,"name":"CodeRabbit","domain":"coderabbit.ai","url":"https://alion.io/company/coderabbit-ai","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":93,"open_postings":30,"ghost_share":0,"stale_share":0.067,"repost_share":0,"time_to_fill_p50_days":98,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":true},{"name":"Stripe","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-10-29T16:43:46Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-30T05:24:54Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About CodeRabbit\nCodeRabbit is the leading AI code review platform, trusted by more than 17,000 customers and 150,000 open-source projects, conducting over 2 million code reviews each week. We build the symbiotic partnership between developers and AI that makes shipping fast software safe again, reviewing every pull request, IDE change, and CLI commit so teams can move quickly without breaking things.\nWe are a fast-moving, well-funded company, fresh off a $143M Series C at a $1.5B valuation - building Agentic Change Management, the control layer for software changes created by humans and agents. As AI writes more of the world's code, the bottleneck moves from implementation to judgment and helping human judgment scale is exactly the problem we exist to solve.\nLocation: San Francisco OR Boston- Hybrid\nRole Overview\nAt 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.\nKey Responsibilities\nOwn and resolve billing-related support tickets, including subscription management, refunds, credits, payment issues, invoices, seat adjustments, and subscription transfers.\n\nProvide clear, accurate, and timely responses to customers regarding billing policies, charges, and subscription options.\n\nExercise sound judgment when evaluating customer requests, including refund exceptions, billing disputes, and other sensitive situations.\n\nHandle difficult customer conversations with empathy, professionalism, and a solutions-oriented approach.\n\nInvestigate billing discrepancies and collaborate with internal teams when additional support or approval is required.\n\nWork closely with Customer Success, Finance, and Engineering to resolve billing issues and improve the customer experience.\n\nIdentify recurring billing issues and recommend improvements to processes, documentation, and workflows.\n\nMaintain accurate ticket documentation and ensure proper follow-up until resolution.\n\nContribute to internal knowledge bases and help establish consistent billing support practices.\n\nProvide billing support coverage across different time zones as needed.\n\nQualifications\nGreat candidates often have these qualifications:\nAt least 2 years of experience in customer support, billing support, subscription management, or a related customer-facing role.\n\nExcellent written and verbal communication skills, with business fluency in English.\n\nStrong understanding of subscription-based billing models, including recurring payments, renewals, credits, refunds, and cancellations.\n\nExcellent problem-solving skills and the ability to make thoughtful decisions in complex customer situations.\n\nStrong customer-first mindset with the ability to balance customer satisfaction and company policies.\n\nExperience handling difficult or sensitive customer conversations.\n\nStrong attention to detail, organizational skills, and ability to manage multiple customer requests.\n\nAbility to work independently and collaborate effectively with cross-functional teams.\n\n“Nice to Have”\nGreat candidates may also have one or more of these qualifications:\nExperience supporting billing operations at a SaaS or subscription-based company.\n\nFamiliarity with billing platforms such as Chargebee, Stripe, or similar systems.\n\nExperience with ticketing and customer support platforms such as Pylon, Zendesk, or Intercom.\n\nUnderstanding of software subscription models, including seat-based pricing, trials, upgrades, and downgrades.\n\nExperience handling billing escalations, disputes, and customer retention situations.\n\nFamiliarity with basic technical troubleshooting or working alongside technical support teams.\n\nExperience supporting customers across multiple regions and time zones.\n\n“Success Criteria”\nCustomer Satisfaction: Deliver a positive customer experience, even when handling challenging billing situations.\n\nBilling Ownership: Independently manage billing inquiries from initial contact through resolution.\n\nSound Judgment: Make fair, consistent decisions that consider customer needs and company policies.\n\nOperational Efficiency: Reduce billing ticket resolution times and improve support workflows.\n\nTeam Collaboration: Become a trusted billing resource within the Support organization and help improve billing knowledge across the team.\n\nOur Values\nCollaborative Humans: Prioritizing collective intelligence\n\nFearless Innovators: Turning obstacles into growth opportunities\n\nPersistent Passionate Developers: Thriving on complex, long-term challenges\n\nImpact-Driven Creators: Crafting intuitive tools for developers\n\nRapid Learners and Un-learners: Adapting quickly in our fast-paced technological world\n\nWhat We 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