Director of IT Operations overseeing IT Service Management programs at Avangrid. Responsible for strategic direction, collaboration, and continuous process improvement in IT operations management.
About the role
- User Operations Generalist supporting Enterprise customers in billing and product inquiries. Collaborating across teams to ensure user satisfaction at a tech startup.
Responsibilities
- 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
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