Customer Support Associate - Consumer Billing (US, Contract, Remote) at Perplexity AI

San Francisco, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AIIndustries

Requirements

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, 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
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
Proficiency in Excel/Google Sheets for data analysis and reporting
Familiarity with CRM systems and ticketing platforms (Intercom)
Exceptional problem-solving abilities with attention to detail
Detail-oriented

Responsibilities

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
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
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
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
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

Skills

Key technologies and capabilities for this role

StripeAPI BillingEnterprise BillingPayment ProcessingChargeback ManagementSubscription ManagementMulti-Currency BillingStripe DashboardStripe APIsWebhooksCustomer SupportBilling Operations

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position available to candidates in the US.

What is the employment type for this role?

This is a full-time contract position.

What experience is required for this role?

Candidates need 3+ years of experience in billing support or payment operations, extensive Stripe expertise including dashboard, APIs, webhooks, and subscription management, plus skills in handling chargebacks, billing discrepancies, and enterprise customer support.

What salary or compensation does this position offer?

This information is not specified in the job description.

What makes a strong candidate for this Customer Support Associate role?

A strong candidate is detail-oriented with 3+ years in billing support or payment operations, deep Stripe platform expertise, experience managing enterprise billing escalations, chargebacks, and cross-team collaboration for process improvements.

Perplexity AI

Advanced answer engine providing reliable information

About Perplexity AI

Perplexity AI provides an advanced answer engine that delivers accurate and reliable responses to user queries. The platform uses current sources to ensure the information is both precise and relevant. It caters to a wide audience, including individuals looking for quick answers and businesses needing detailed information. Unlike many competitors, Perplexity AI emphasizes high-quality, source-backed answers, making it a valuable resource for users seeking trustworthy data. The company's goal is to meet the increasing demand for immediate access to reliable information, generating revenue through subscription fees, advertising, and partnerships.

San Francisco, CaliforniaHeadquarters

2022Year Founded

$890MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Consumer SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Company Equity

Risks

Pending copyright infringement class action poses legal and financial challenges.

Competition from Google's AI Mode could impact user retention and market share.

Otterly.AI's brand visibility tool may pressure Perplexity to maintain high performance.

Differentiation

Perplexity AI integrates large language models with search engines for precise responses.

The platform offers an open-source environment, enhancing public access to AI tools.

Perplexity's strategic acquisition of Carbon boosts its data connectivity capabilities.

Upsides

Partnership with Tripadvisor enhances travel planning with personalized recommendations.

$500M funding round increases valuation to $9 billion, supporting growth and innovation.

Integration with FactSet attracts financial clients with enhanced data accessibility.

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