Descripción de la oferta
Perplexity is an AI‑powered answer engine founded in December 2022, rapidly growing as one of the world’s leading AI platforms. With over $1 billion in venture funding from prominent investors such as Elad Gil, Daniel Gross, Jeff Bezos, NVIDIA, Samsung , and others, Perplexity aims to develop accurate, trustworthy AI to empower decision‑making across various domains. Currently, the platform handles more than 780 million queries per month , driven by a curious user base worldwide. Job Description Perplexity is seeking a detail‑oriented and experienced Customer Support Associate to join our Customer Experience team . Location: RemoteOrganization: PerplexityClosing Date: Rolling basis This full‑time contract role is crucial for managing API billing and enterprise billing operations, supporting our expanding user and enterprise customer base. The successful candidate will act as a vital link between clients, internal teams, and billing systems, ensuring seamless resolution of complex billing issues and identifying opportunities for process improvements. Key Responsibilities Billing Operations & Customer Support Manage complex API billing inquiries and enterprise billing escalations with meticulous attention to detail. Serve as the primary point of contact for enterprise customers experiencing billing issues. Process billing adjustments, refunds, and account modifications following 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 Navigate Stripe Dashboard, APIs, and webhooks to investigate transaction failures. Collaborate with engineering teams on API integration issues . Manage subscription lifecycle events , including upgrades, downgrades, and cancellations. Handle multi‑currency billing and international enterprise accounts. Monitor, investigate, and manage chargeback cases from initiation to resolution. Prepare dispute documentation and representment materials. Work with payment processors and card networks to minimize chargebacks . Implement proactive measures through customer education and process improvements. Track chargeback trends and provide insights for future reduction. Cross‑Team Collaboration & Process Improvement Partner with billing engineers and other teams to diagnose and resolve technical issues. Collaborate with operations, product, engineering, and finance teams to optimize billing workflows. Identify opportunities for automation and process enhancements. Contribute to the development of billing policies and customer communication strategies . Enterprise Customer Relationship Management Build and sustain strong relationships with enterprise clients. Provide consultative support on billing optimization and usage. Escalate complex issues appropriately, maintaining ownership of resolutions. Participate in customer success initiatives aimed at retention. Qualifications Extensive hands‑on experience with the Stripe platform , including: Navigation and reporting via Stripe Dashboard . Understanding of Stripe APIs, webhooks , and integration. Managing subscription billing, invoicing , and payment methods . Handling multi‑currency processing and international billing . 3+ years in billing support, payment operations, or enterprise customer support. Proven ability to communicate effectively with enterprise clients and stakeholders. Strong background in chargeback management and dispute resolution . Technical Skills Proficiency in payment processing concepts (ACH, credit cards, alternative methods). Experience with recurring payments and subscription billing models . Basic understanding of API billing , metering , and credit concepts. Skilled in Excel/Google Sheets for data analysis. Familiarity with CRM systems and ticketing platforms (e.g., Intercom). Soft Skills & Attributes Exceptional problem‑solving and analytical thinking . Outstanding communication skills ; able to clarify complex billing topics. Customer‑centric approach with empathy and patience . Collaborative team player with a ownership mentality . Adaptable to a fast‑paced startup environment . Application Process Interested candidates are encouraged to submit their application: APPLY HERE FOR THIS ROLE. Final offer amounts will be determined based on experience and expertise . #J-18808-Ljbffr
