Customer Support Associate - Billing

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

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