Consumer Support Specialist
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Job Description
Consumer Support Specialist supporting Perplexity AI’s AI-powered search users across channels. Troubleshooting products, surfacing user insights, and automating support operations.
Responsibilities:
- Handle high volumes of user inquiries across email, chat, Slack, and community channels for consumer and business users
- Deliver clear, thoughtful, and human customer support at scale
- Triage and prioritize inquiries to meet response and resolution targets
- Use customer feedback to identify product issues, UX confusion, and feature gaps
- Investigate and troubleshoot product issues, reproduce problems, isolate root causes, and provide solutions or workarounds
- Guide users through technical troubleshooting involving AI search, LLM behavior, and account configuration
- File well-documented bugs in Linear for Engineering
- Build and use AI tooling and automation, including Intercom workflows and scripts, to streamline operations
- Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
- Communicate user insights and escalations to Product and Engineering, close the loop, and keep teammates informed
- Track support KPIs and propose data-driven process improvements
Requirements:
- 3+ years in customer support, user operations, or technical support, ideally at a SaaS or tech company
- Ability to manage high ticket volumes while maintaining quality and empathy
- Excellent customer-facing communication skills
- Technical aptitude and ability to troubleshoot product issues independently
- Hands-on experience with AI tools and automation platforms, including Intercom workflows and scripting
- Familiarity with AI, LLMs, or search technologies
- Strong internal and cross-functional communication skills
- Self-motivated and proactive approach
- Experience creating user-facing documentation and internal SOPs, templates, and playbooks
- Experience with multi-channel support operations, including standing up, optimizing, or scaling support structures and routing
- Comfort working in a fast-paced, high-volume startup environment with shifting priorities
- Familiarity with Intercom, Parahelp, Linear, Notion, or Stripe
- Familiarity with prompting techniques and LLM optimization
- Basic understanding of HTTP, REST APIs, JavaScript, and HTML
- Experience with SQL, Looker, or Snowflake
- Scripting or lightweight automation experience with Google Apps Script or Python
- Experience at an early-stage or high-growth startup
Benefits:
- Equity
- Health insurance
- Dental insurance
- Vision insurance
- Retirement benefits
- Fitness benefits
- Commuter benefits
- Dependent care accounts
- Regionally tailored benefits for full-time employees outside the U.S.
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