Perplexity is an AI-powered answer engine founded in December 2022 and growing rapidly as one of the world’s leading AI platforms. Perplexity has raised over $1B in venture investment from some of the world’s most visionary and successful leaders, including Elad Gil, Daniel Gross, Jeff Bezos, Accel, IVP, NEA, NVIDIA, Samsung, and many more. Our objective is to build accurate, trustworthy AI that powers decision-making for people and assistive AI wherever decisions are being made. Throughout human history, change and innovation have always been driven by curious people. Today, curious people use Perplexity to answer more than 780 million queries every month–a number that’s growing rapidly for one simple reason: everyone can be curious.

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.

Responsibilities

Billing Operations & Customer Support

Manage 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 Expertise

Leverage 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 Management

Monitor, 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 Improvement

Partner 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 Management

Build 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

Qualifications

Essential Experience

3+ 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 Skills

Proficient 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 & Attributes

Exceptional 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

Final offer amounts are determined by multiple factors, including, experience and expertise.

Customer Support Associate - Consumer Billing