Perplexity

User Operations Generalist – Enterprise Billing & Product

Perplexity

contract

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $40 - $45 per hour

About the role

  • Provide fast, accurate, and empathetic support across all active channels (email, chat, Slack, community)
  • Handle a broad range of user inquiries: account issues, product questions, feature guidance, bug reports, and general troubleshooting for both consumer and enterprise users
  • Triage and prioritize incoming volume effectively, ensuring response and resolution times stay on target
  • Develop deep product knowledge to assist users confidently across all areas of the platform, including Enterprise Pro features and configurations
  • Serve as a primary support contact for Perplexity Enterprise customers, working with them via tickets, Slack, and calls to resolve complex technical and product questions
  • Build durable relationships with enterprise users and stakeholders, advising on best practices and helping them maximize value from the platform
  • Own end-to-end troubleshooting for enterprise issues: reproduce problems, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations
  • Capture structured feedback from enterprise customers and champion their needs in roadmap discussions with Product
  • Support enterprise onboarding, configuration questions, and adoption—guiding teams through SSO setup, workspace management, and platform best practices
  • Own billing-related inquiries for both consumer and enterprise customers: subscription management, payment failures, refunds, cancellations, plan changes, and account modifications
  • Investigate and resolve billing discrepancies using Stripe and internal tools, including enterprise invoicing and multi-seat licensing scenarios
  • Manage chargeback cases—investigation, documentation, and representment
  • Handle multi-currency and international billing scenarios as needed
  • Align with your Consumer billing counterpart on escalation paths, refund policies, and documentation standards to deliver a consistent experience across consumer and enterprise—and surface cross-cutting trends so insights from one side drive improvements on the other
  • Troubleshoot product and feature issues, reproduce bugs, and guide users through workarounds
  • Spot patterns across tickets—recurring bugs, confusing UX, billing errors, enterprise-specific pain points—and flag them to Product and Engineering with clear, actionable context
  • File bugs and tasks in Linear with enough detail for engineering to act on them
  • Contribute feedback from support interactions to inform product roadmap prioritization
  • Write and maintain Help Center articles, FAQs, and guides covering billing, product features, account management, enterprise onboarding, and common troubleshooting
  • Design and maintain use-case flows, playbooks, and internal runbooks that help teammates and customers solve recurring challenges faster
  • Build internal documentation—SOPs, decision trees, macros, escalation playbooks—to keep the team consistent as we scale
  • Proactively update documentation as new features, billing models, and enterprise configurations launch
  • Identify workflow inefficiencies and propose improvements—better macros, smarter routing, automation opportunities, self-service solutions
  • Share knowledge with teammates and contribute to raising the team's capabilities across billing, product, and enterprise support
  • Collaborate cross-functionally with Engineering, Product, Finance, and Enterprise GTM to resolve complex issues and improve the user experience
  • Track and report on support KPIs (response time, CSAT, resolution rates) and propose data-driven process improvements
  • Help build and refine support processes as the team and product grow

Requirements

  • 3+ years in customer support, user operations, or a similar generalist support role—ideally in tech or SaaS
  • Meaningful experience handling billing and payment support (subscription management, refunds, disputes)
  • Experience supporting enterprise or B2B customers, including working directly with business stakeholders on complex, multi-touch issues
  • Working knowledge of Stripe or a comparable payment platform
  • Experience supporting users across multiple channels simultaneously in a fast-paced, high-volume environment
  • Strong written communication—clear, concise, and adaptable to the audience (end users, enterprise stakeholders, engineers, leadership)
  • Self-motivated and independent: you manage your own priorities, take initiative, and deliver without waiting for direction—but you proactively ask questions for clarity and process alignment
  • Effective internal communicator: you keep the team informed, surface context and blockers early, and make sure nothing slips
  • Experience creating user-facing and internal documentation (Help Center content, SOPs, templates, guides)
  • Comfortable spotting trends and patterns in ticket data and translating them into actionable feedback or process improvements
  • Adaptable to a startup environment: comfortable with ambiguity, shifting priorities, and rapid change
Benefits
  • Hybrid work arrangements
  • Professional development
  • Team events
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportbilling supportpayment supportsubscription managementdispute resolutiontroubleshootingdocumentation creationdata analysisuser onboardingmulti-channel support
Soft Skills
strong written communicationself-motivatedindependenteffective internal communicationadaptabilityrelationship buildingproblem-solvinginitiativeattention to detailcollaboration