Customer Support Associate - Billing

Summary

Join Perplexity, a rapidly growing AI-powered answer engine, as a Full Time Contract Support Associate specializing in API and Enterprise billing operations. This remote position requires managing complex billing inquiries, serving as the primary contact for enterprise clients, and ensuring seamless resolution of billing issues. You will leverage your Stripe platform expertise to troubleshoot payment processing issues, manage chargebacks, and collaborate with internal teams. The role demands strong communication, problem-solving, and analytical skills to optimize billing processes and build strong client relationships. You will also contribute to billing policy development and customer communication strategies. This position offers the opportunity to work in a fast-paced, evolving startup environment.

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
• 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
• 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)
• 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

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