User Operations Generalist - Enterprise Billing & Product (Contract)

About the Team The User Operations team at Perplexity AI is the frontline of our user experience. We ensure that our AI-powered search and answer engine delivers real value to millions of consumer users and a growing base of Enterprise Pro customers. Our team operates across 3-4 active support channels—email, in-app messaging, Slack, and community—and collaborates closely with Product, Engineering, Finance, and Enterprise GTM to turn user feedback into product improvements. We're a lean, fast-moving group at a startup that ships constantly, so everyone on the team wears multiple hats and contributes well beyond just resolving tickets. About the Role We're looking for a User Operations Generalist with strong billing and product support skills to join our CX team. This is a generalist role first—you'll handle the full range of user inquiries across channels, from account questions and product troubleshooting to bug reports and feature guidance. Where you'll go deeper is billing and product support, with a heavy emphasis on Enterprise: managing subscription and billing issues for both consumer and enterprise customers, troubleshooting complex Enterprise Pro configurations, and serving as a trusted point of contact for enterprise users navigating the platform. You'll work directly with Enterprise customers via tickets, Slack, and emails, diagnosing their most complex issues and acting as the last line of defense before Product and Engineering step in. You'll build relationships with enterprise stakeholders, capture structured feedback, and champion their needs in product discussions. You're a strong, independent operator who doesn't need to be told what to do next. Here's what that looks like in this role: You see the gap—whether it's a missing Help Center article, a broken billing workflow, or a pattern in enterprise tickets—and you move to fix it You're self-motivated and take initiative, but you also know when to ask questions and communicate effectively with the team You keep people informed, surface blockers early, and make sure nothing falls through the cracks You thrive when given ownership and trust—we won't hold your hand, and you wouldn't want us to Our CX operations are still maturing—while we have some foundational processes in place, there's a lot left to build. You'll need an entrepreneurial mindset and be comfortable with ambiguity as you help shape how we support our users at scale. Key Responsibilities Multi-Channel User Support 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 Enterprise Customer Support 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 Escalate complex enterprise issues appropriately while maintaining ownership of resolution and follow-through Billing & Subscription Support 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 Product Support & Issue Identification 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