Customer Support Associate, Perplexity AI
Consumer Billing
Conversational AI-powered search tool
Be an early applicant
Conversational AI-powered search tool
21-100 employees
Be an early applicant
21-100 employees
Company mission
To advance the way people discover and share information.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
As artificial intelligence continues to drive changes in both business operations and day-to-day lives, Perplexity AI delivers an intelligent search engine powered by conversational AI, to improve search outcomes and "unlock the power of knowledge" for all.
Reaching impressive heights of 10 million monthly visits, Perplexity's "ask anything" method of search is clearly a popular one. What sets it apart from other search engines is in its answers, which are concise and fully cited, responding to the user query rather than simply providing a place in which they can scroll to find it themselves.
The company has raised substantial funding, with contributions from former execs at companies like OpenAI, Meta, and Quora, demonstrating the interest that it has drummed up in the space. Having doubled its annual recurring revenue between 2023 and 24, this investment will allow Perplexity AI to continue building out its product, and accelerate growth into the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2024
$500m
LATE VC
May 2024
$250m
LATE VC
Total funding: $915m
Company benefits
- Equity
- Comprehensive health, dental, and vision insurance for you and your dependents
- 401(k)
- Generous home-office stipend
Company HQ
Financial District, San Francisco, CA
Leadership
Aravind Srinivas
(Co-Founder & CEO)Former Research Scientist at OpenAI, who has interned in Research at Google and Deep Mind. Obtained a PhD in Computer Science from the University of California, Berkeley.
Denis Yarats
(Co-Founder & CTO)PhD Student in AI at NYU. Former AI Research Scientist at Facebook AI Research, and Staff ML Engineer at Quora.
Johnny Ho
(Co-Founder & CSO)Previously a Quantitative Trader at Tower Research Capital, and Engineer at Quora.
Andy Konwinski
(Co-Founder)Co-Founder and Advisor at Databricks. Co-Founder and General Partner at CS Graduate Ventures, and Instructor at the University of California, Berkeley.
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