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Consumer Support Specialist

Perplexity · Customer Success & Support

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Pay
$100K – $115K • Offers Equity
Where
Remote (United States)
Posted
5 days ago

The Support 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 every user—from individual consumers to teams and organizations. Our team operates across 3-4 active support channels—email, in-app messaging, Slack, and community—and collaborates closely with Product, Engineering, Billing, and Growth 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.

Perplexity launches new features and products at a rapid pace—and this role sits at the center of that. We need a Consumer Support Specialist who combines excellent customer support instincts with real technical depth.

What you'd do

  • Handle a high volume of user inquiries across channels (email, chat, Slack, community) with speed, accuracy, and empathy for both consumer and business users.
  • Deliver excellent customer support—clear, thoughtful, and human—even under pressure and at scale
  • Triage and prioritize effectively to keep response and resolution times on target
  • Use customer feedback and support interactions as a primary source for uncovering product issues, UX confusion, and feature gaps—especially as new products and features launch
  • Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide users with solutions or workarounds, and document findings for Engineering
  • Guide users through technical troubleshooting: AI search, LLM behavior, account configuration
  • File well-documented bugs in Linear with enough context for Engineering to act immediately
  • Leverage AI tooling and automation (Intercom, scripts) to streamline operations, reduce repetitive work, and scale support quality
  • Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
  • Communicate cross-functionally—surface user insights to Product and Engineering, escalate issues, close the loop, and keep teammates informed

What they want

  • 3+ years in customer support, user operations, or technical support—ideally at a SaaS or tech company
  • Proven ability to manage high ticket volumes while maintaining quality and empathy
  • Excellent customer-facing communication: clear, professional, and adaptable to different audiences
  • Technical aptitude: comfortable working through product issues, navigating technical questions independently, and learning new tools and systems quickly
  • Hands-on experience with AI tools and automation platforms (Intercom workflows, scripting) to improve operations
  • Familiarity with AI, LLMs, or search technologies
  • Strong internal communication—keeps their immediate team informed, writes crisp updates for immediate team and cross-functional partners (Product, Engineering, etc.), and ensures stakeholders stay in the loop on issues and progress
  • Self-motivated and proactive: manages own priorities, takes initiative, delivers without waiting for direction
  • Experience creating user-facing documentation (e.g., Help Center articles, FAQs, guides) as well as internal SOPs, templates, and playbooks
  • Experience with multi-channel support operations—not just working across channels, but helping stand up, optimize, or scale how support is structured and routed