Manage complex billing inquiries and support enterprise customers, leveraging Stripe expertise for billing operations and chargeback management while ensuring seamless resolution and process improvements.
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.
ResponsibilitiesBilling 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
- 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
QualificationsEssential 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
- 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
$40 per hour, with potential for conversion to a permanent position based on performance.
Top Skills
CRM
Excel
Google Sheets
Intercom
Stripe
Similar Jobs
Computer Vision • Healthtech • Information Technology • Logistics • Machine Learning • Software • Manufacturing
The Senior Full-Stack Engineer will develop backend systems and APIs for Dandy's web-based 3D toolchain, manage integration with 3D tools, and ensure efficient cloud storage and distribution.
Top Skills:
C++GCPGraphQLNestjsNode.jsPostgresReact/ReduxThree.JsTypescriptWasm
Insurance
As the Insurance Product Manager, you will lead the development and management of insurance products, ensuring compliance, profitability, and collaboration across teams to drive growth.
Top Skills:
SQL
Automotive • Hardware • Internet of Things • Mobile • Software • App development • PropTech
The role involves acquiring new security distributors, enhancing product awareness, and facilitating dealer engagement initiatives. It requires managing distributor activities and supporting go-to-market strategies, with travel up to 70%.
Top Skills:
Salesforce
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
