Consumer Support Specialist
48 minutes agoSeniorSalary: 100K - 115KUnited StatesRemoteFull TimeCustomer SupportJobs by Perplexity
PerplexityVisit Perplexity website
Perplexity is an AI-powered answer engine that provides real-time, cited answers and research capabilities.
San Francisco, United States
Funding history
About Perplexity
Private AI company founded in 2022. Its products combine conversational search and research with cited web sources; it also offers developer-facing Search, Agent, Router, and Embeddings APIs.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will support consumer and business users across email, chat, Slack, and community channels. You will troubleshoot product issues, document bugs, create support content, automate repetitive workflows, and share customer insights with Product and Engineering.
Requirements
- Customer support
- User operations
- Technical support
- SaaS
- Technical troubleshooting
- AI
- LLM
- Intercom
- Scripting
- Customer communication
- Documentation
- Multi-channel support operations
Responsibilities
- Handle high volumes of user inquiries across email, chat, Slack, and community channels
- Deliver clear, thoughtful customer support
- Triage and prioritize inquiries to meet response and resolution targets
- Identify product issues, UX confusion, and feature gaps from customer feedback
- Investigate, reproduce, and document product issues for Engineering
- Guide users through technical troubleshooting for AI search, LLM behavior, and account configuration
- File well-documented bugs in Linear
- Use AI tooling and automation to streamline support operations
- Write and maintain Help Center articles, SOPs, escalation playbooks, and troubleshooting guides
- Surface user insights and escalations to Product and Engineering
- Track support KPIs and recommend process improvements
Benefits
- Equity
- Health insurance
- Dental insurance
- Vision insurance
- Retirement benefits
- Fitness benefits
- Commuter account
- Dependent care account