Consumer Support SpecialistNew$100K–$115K

Perplexity
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The opportunity

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 every user—from individual consumers to teams and organizations.

What you'll 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

What they're looking for

  • + 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