Customer Support Associate - Consumer Billing (US, Contract, Remote) job opportunity at Perplexity AI.

Home Jobs In United States Of America Tag: Customer Support Customer Support Associate - Consumer Billing (US, Contract, Remote) position at Perplexity AI


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Perplexity AI Customer Support Associate - Consumer Billing (US, Contract, Remote)
Experience: Professional
Pattern: contract
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Customer Support

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degreeBachelor's (B.A.)
loacation San Francisco, United States Of America
loacation San Francisco....United States Of America

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

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