Enterprise AI-Driven Customer Support Specialist

Perplexity; Greater London; On-site; GBP 70,000 - 95,000; Full time

Job summary

Perplexity in the United Kingdom seeks an experienced Enterprise Customer Support Specialist to blend deep product knowledge with automation to scale world-class support for Enterprise Pro customers.

You will diagnose complex issues via tickets, Slack, and calls, guide customers on APIs, SSO/SAML, and cloud integrations, and feed insights into product roadmaps while building self-service playbooks and up-to-date documentation.

Qualifications

• Minimum 3+ years in B2B enterprise customer support.
• Experience with US and EU markets is a plus.
• Hands-on AI prompting experience and fundamentals.
• Ability to translate APIs, SSO/SAML, and cloud integrations into actionable guidance.
• Strong written and spoken English; additional language beneficial.
• Familiarity with Intercom, Zendesk, Jira; SQL/Looker/Snowflake basics.

Responsibilities

• Diagnose and resolve complex product questions for enterprise customers via tickets, Slack, and calls.
• Leverage AI tooling and automation to scale support and reduce repetitive tasks.
• Advise on best practices, capture feedback for roadmap discussions.
• Own end-to-end troubleshooting with engineers and clear explanations.
• Create and maintain playbooks, flow diagrams, and knowledge bases.
• Update external docs and internal knowledge bases for discoverability.
• Track KPIs and propose data-driven process improvements.
• Participate in on-call rotation across time zones.

Skills

Enterprise B2B support

AI fundamentals

APIs & SSO/SAML

Critical thinking & prioritization

English communication

Tools

Intercom

Zendesk

Jira

SQL

Looker

Snowflake

Job description

Perplexity in the United Kingdom seeks an experienced Enterprise Customer Support Specialist to blend deep product knowledge with automation to scale world-class support for Enterprise Pro customers.

You will diagnose complex issues via tickets, Slack, and calls, guide customers on APIs, SSO/SAML, and cloud integrations, and feed insights into product roadmaps while building self-service playbooks and up-to-date documentation.