Enterprise Customer Support SpecialistNew$110K–$130K
The opportunity
We are looking for an experienced Enterprise Customer Support Specialist who can marry deep product expertise with a passion for scaling world-class support through automation. You will be the primary advocate for our Enterprise Pro customers, helping them maximize value,…
What you'll do
Work directly with enterprise customers—via tickets, Slack, and sometimes: calls—to diagnose and resolve their most complex technical and product questions, acting as the “last line of defense” before Product and Engineering step in.
Leverage Perplexity’s own AI tooling and workflow automations to democratize: world-class support at scale, continuously identifying opportunities to replace repetitive tasks with agentic, self-service solutions that feel personalized.
Build durable relationships with Enterprise users, advising on best: practices, capturing structured feedback, and championing customer needs in roadmap discussions.
Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations.
Design and maintain detailed use-case flows, playbooks, and internal runbooks: that empower teammates and customers to solve recurring challenges faster.
Create and update external documentation (FAQs, help center, guides,: tutorials) and internal knowledge bases to ensure information is discoverable and up-to-date.
What they're looking for
- Track and report support KPIs (response time, CSAT, resolution rates) and: propose data-driven process improvements.
- Participate in an on-call rotation—including some holidays or weekends—to guarantee timely global coverage.
- Minimum 3+ years in B2B enterprise customer support with exposure to U.S. and: E.U. markets, or similar fast-paced tech environments.
- Hands-on experience prompting large-language models, plus a solid grasp of AI: fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs, etc.).
