About this role
We're seeking a detail-oriented and experienced Full Time Contract Support Associate to join our Customer Experience team, specializing in API Billing and Enterprise billing operations. This remote position is crucial for supporting our rapidly growing user base and enterprise customers as we scale our AI-powered search platform.
You'll be the bridge between our enterprise clients, internal teams, and billing systems, ensuring seamless resolution of complex billing issues while identifying opportunities for process improvements and revenue optimization.
Potential for conversion to a permanent position based on performance.
ResponsibilitiesBilling Operations & Customer SupportManage complex API billing inquiries and Enterprise billing escalations with meticulous attention to detail
Serve as primary point of contact for enterprise-grade customers experiencing billing issues
Process billing adjustments, refunds, and account modifications in accordance with company policies
Investigate and resolve billing discrepancies across multiple payment systems and subscription models
Maintain comprehensive documentation of all billing interactions and resolutions
Stripe Platform ExpertiseLeverage extensive Stripe experience to troubleshoot payment processing issues
Navigate Stripe Dashboard, APIs, and webhooks to investigate transaction failures and billing anomalies
Collaborate with engineering teams to resolve complex API integration issues
Manage subscription lifecycle events, including upgrades, downgrades, and cancellations
Handle multi-currency billing scenarios and international enterprise accounts
Chargeback & Dispute ManagementMonitor, investigate, and manage chargeback cases from initiation through resolution
Prepare comprehensive dispute documentation and representment materials
Coordinate with payment processors and card networks to minimize chargeback ratios
Implement proactive measures to prevent future disputes through customer education and process improvements
Track chargeback trends and provide actionable insights to reduce future occurrences
Cross-Team Collaboration & Process ImprovementPartner closely with billing engineers to diagnose and resolve technical customer issues
Collaborate with operations teams across Perplexity to ensure optimal resolution of billing cases
Work with product, engineering, and finance teams to streamline billing processes
Identify systematic issues and opportunities for automation to improve customer experience
Contribute to billing policy development and customer communication strategies
Enterprise Customer Relationship ManagementBuild and maintain strong relationships with enterprise clients and key stakeholders
Provide consultative support to enterprise customers on billing optimization and usage patterns
Escalate complex enterprise issues appropriately while maintaining ownership of resolution
Participate in enterprise customer success initiatives and retention efforts
QualificationsEssential Experience3+ years of experience in billing support, payment operations, or enterprise customer support
Extensive hands-on experience with Stripe platform, including:
Stripe Dashboard navigation and reporting
Understanding of Stripe APIs, webhooks, and integration patterns
Subscription billing, invoicing, and payment method management
Multi-currency processing and international billing scenarios
Proven experience communicating with enterprise-grade customers and stakeholders
Strong background in chargeback management and dispute resolution processes
Technical SkillsProficient in payment processing concepts, including ACH, credit cards, and alternative payment methods
Experience with subscription billing models and recurring payment scenarios
Basic understanding of credit, metering and API billing concepts to help assist users with specific billing questions.
Proficiency in Excel/Google Sheets for data analysis and reporting
Familiarity with CRM systems and ticketing platforms (Intercom)
Soft Skills & AttributesExceptional problem-solving abilities with attention to detail and analytical thinking
Outstanding communication skills with ability to explain complex billing concepts clearly
Customer-obsessed mindset with empathy and patience for frustrated customers
Collaborative approach to working across multiple teams and departments
Ownership mentality with ability to drive issues to completion independently
Adaptability to work in a fast-paced, evolving startup environment