AI Support Specialist — Multi-Channel Customer Experience

Apply; Northern (KY); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Perplexity AI is seeking a Consumer Support Specialist to blend customer empathy with technical depth across email, chat, Slack, and community. You’ll handle high volumes while digging into product issues, surface insights for launches, and build automations to scale support without sacrificing quality.

You’ll define workflows where none exist and own the path forward. You’ll collaborate with Product, Engineering, Billing, and Growth to turn feedback into product improvements and maintain crisp,

Qualifications

• 3+ years in customer support or related roles at SaaS/tech.
• Able to manage high ticket volumes with empathy.
• Excellent written and spoken communication.
• Technical aptitude and quick learning of new tools.
• Experience creating user-facing docs and SOPs.

Responsibilities

• Handle high-volume inquiries across email, chat, Slack, and community.
• Deliver clear, thoughtful, human support at scale.
• Prioritize to keep response and resolution times on target.
• Investigate product issues and document findings for Engineering.
• Write Help Center articles and internal SOPs.
• Surface user insights to Product/Engineering and other teams.
• Track support KPIs and propose data-driven improvements.

Skills

Customer support

Multi-channel support

Communication

Technical troubleshooting

AI tools & automation

SaaS experience

Tools

Intercom

Linear

Notion

Stripe

Job description

Perplexity AI is seeking a Consumer Support Specialist to blend customer empathy with technical depth across email, chat, Slack, and community. You’ll handle high volumes while digging into product issues, surface insights for launches, and build automations to scale support without sacrificing quality.

You’ll define workflows where none exist and own the path forward. You’ll collaborate with Product, Engineering, Billing, and Growth to turn feedback into product improvements and maintain crisp,