Consumer Support Specialist
Remote • Remote (United States) • FullTime
Posted 4h ago
About the job
Perplexity AI is seeking a User Operations Generalist to join our frontline User Operations team. This role is central to our rapid product and feature launches, requiring a blend of excellent customer support instincts and technical depth. You will manage a high volume of user inquiries across multiple channels, investigate product issues, and leverage user feedback to drive product improvements. This position involves more than just ticket resolution; you'll be an early recipient of user feedback on new features, identify scaling issues, and develop solutions to enhance the user experience. Additionally, you will build automations and optimize workflows to increase team efficiency and maintain quality as the product evolves. The ideal candidate is comfortable optimizing multi-channel support operations and can navigate ambiguity, define new processes, and operate independently with ownership and trust.
Responsibilities
- Handle high volumes of user inquiries across email, chat, Slack, and community with speed, accuracy, and empathy.
- Deliver clear, thoughtful, and human customer support under pressure and at scale.
- Triage and prioritize inquiries to meet response and resolution time targets.
- Identify product issues, UX confusion, and feature gaps from customer feedback and support interactions, especially during new product launches.
- Investigate and troubleshoot product issues, reproducing problems, isolating root causes, and providing solutions or workarounds.
- Guide users through technical troubleshooting for AI search, LLM behavior, and account configuration.
- File well-documented bugs in Linear for Engineering.
- Leverage AI tooling and automation (e.g., Intercom, scripts) to streamline operations and scale support quality.
- Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides.
- Communicate cross-functionally to surface user insights, escalate issues, and keep teammates informed.
- Track support KPIs and propose data-driven process improvements.
Requirements
- 3+ years in customer support, user operations, or technical support, preferably at a SaaS or tech company.
- Proven ability to manage high ticket volumes while maintaining quality and empathy.
- Excellent customer-facing communication skills, adaptable to different audiences.
- Technical aptitude for working through product issues and learning new systems quickly.
- Hands-on experience with AI tools and automation platforms (e.g., Intercom workflows, scripting) for operational improvement.
- Familiarity with AI, LLMs, or search technologies.
- Strong internal communication skills, including crisp updates for immediate and cross-functional teams.
- Self-motivated and proactive, able to manage priorities and take initiative.
- Experience creating user-facing documentation (e.g., Help Center articles) and internal SOPs.
- Experience with multi-channel support operations, including optimizing structure and routing.
- Comfortable in a fast-paced, high-volume startup environment with shifting priorities.