Customer Support Associate - Billing for Enterprise, API and Consumer New

Perplexity AI Inc.; San Francisco (CA); Remote; USD 60,000 - 90,000; Full time

Job summary

A leading AI platform, Perplexity AI Inc. is seeking an experienced Full-Time Contract Support Associate for remote work. This role is pivotal in managing API billing inquiries and supporting enterprise clients, ensuring seamless billing operations. The successful candidate will leverage their Stripe expertise and customer-focused approach to enhance the billing experience while driving process improvements in a rapidly growing tech environment.

Qualifications

• At least 3 years of experience in billing support or customer support.
• Hands-on experience with the Stripe platform and billing operations.
• Proficient in managing chargebacks and payment discrepancies.

Responsibilities

• Manage complex API billing inquiries and escalations with precision.
• Collaborate with teams to streamline billing processes.
• Build and maintain strong relationships with enterprise clients.

Skills

Problem-solving

Communication

Customer focus

Attention to detail

Collaboration

Tools

Stripe

Excel

Google Sheets

CRM platforms

Job description

Remote

Perplexity is an AI-powered answer engine founded in December 2022 and rapidly growing as one of the world's leading AI platforms. Perplexity has raised over $1B in venture investment from visionary leaders including Elad Gill, Daniel Gross, Jeff Bezos, and top venture firms like Accel, IVP, NEA, Nvidia, Samsung, among others. Our mission is to build accurate, trustworthy AI that powers decision-making and provides assistive AI where decisions are made. Driven by curiosity, our platform now handles over 780 million queries monthly, with numbers growing rapidly as more people explore and inquire.

We are seeking a detail-oriented and experienced Full-Time Contract Support Associate to join our Customer Experience team, focusing on API Billing and Enterprise billing operations. This remote role is vital for supporting our expanding user base and enterprise clients as we scale our AI-powered search platform.

You will act as a bridge between enterprise clients, internal teams, and billing systems, ensuring seamless resolution of complex billing issues while identifying opportunities for process improvements and revenue growth.

Responsibilities

Billing Operations & Customer Support

• Manage complex API billing inquiries and escalations with meticulous attention to detail
• Serve as the primary contact for enterprise customers experiencing billing issues
• Process billing adjustments, refunds, and account modifications per company policies
• Investigate and resolve billing discrepancies across multiple payment systems and subscription models
• Maintain detailed documentation of all billing interactions and resolutions

Stripe Platform Expertise

• Utilize extensive Stripe experience to troubleshoot payment processing issues
• Navigate Stripe Dashboard, APIs, and webhooks to investigate transaction failures and anomalies
• Collaborate with engineering teams to resolve API integration issues
• Manage subscription lifecycle events, including upgrades, downgrades, and cancellations
• Handle multi-currency billing scenarios and international enterprise accounts
• Monitor, investigate, and manage chargeback cases from initiation to resolution
• Prepare dispute documentation and representment materials
• Coordinate with payment processors and card networks to minimize chargebacks
• Implement proactive measures to prevent disputes through customer education and process improvements
• Track chargeback trends and provide insights to reduce future occurrences

Cross-Team Collaboration & Process Improvement

• Partner with billing engineers to diagnose and resolve technical issues
• Collaborate with operations across Perplexity to resolve billing cases efficiently
• Work with product, engineering, and finance teams to streamline billing processes
• Identify opportunities for automation to enhance customer experience
• Contribute to billing policy development and customer communication strategies

Enterprise Customer Relationship Management

• Build and maintain strong relationships with enterprise clients and stakeholders
• Provide consultative support on billing optimization and usage patterns
• Escalate complex issues appropriately while maintaining ownership of resolution
• Participate in customer success initiatives and retention efforts

Qualifications

• At least 3 years of experience in billing support, payment operations, or enterprise customer support
• Hands-on experience with Stripe platform, including:
• Stripe Dashboard navigation and reporting
• Stripe APIs, webhooks, and integration patterns
• Subscription billing, invoicing, and payment management
• Multi-currency processing and international billing
• Proven ability to communicate effectively with enterprise customers and stakeholders
• Strong background in chargeback management and dispute resolution

Technical Skills

• Knowledge of payment processing including ACH, credit cards, and alternative methods
• Experience with subscription billing models and recurring payments
• Basic understanding of credit, metering, and API billing concepts
• Proficiency in Excel/Google Sheets for data analysis
• Familiarity with CRM and ticketing platforms like Intercom

Soft Skills & Attributes

• Excellent problem-solving skills with attention to detail
• Strong communication skills to explain complex billing concepts
• Customer-focused mindset with empathy and patience
• Collaborative approach across teams
• Ownership mentality to drive issues to resolution
• Adaptability in a fast-paced startup environment

Final offer amounts depend on experience and expertise.

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