AI Support Specialist - Own the User Experience

Perplexity; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Perplexity is seeking a Consumer Support Specialist to handle high volumes across email, chat, Slack, and community, balancing empathy with technical depth. You’ll surface product issues from user feedback, build scalable workflows, and own improvements from discovery to resolution.

Join a fast-moving startup and help shape how AI-powered search serves both consumers and teams. You’ll define workflows, stand up automation, and work with Product and Engineering to close gaps.

Qualifications

• 3+ years in customer support, user operations, or technical support—ideally at a SaaS or tech company
• Proven ability to manage high ticket volumes while maintaining quality and empathy
• Excellent customer-facing communication: clear, professional, and adaptable to different audiences
• Technical aptitude: comfortable working through product issues and learning new tools quickly
• Hands-on experience with AI tools and automation platforms (Intercom workflows, scripting) to improve operations
• Familiarity with AI, LLMs, or search technologies
• Strong internal communication—keeps the team informed and updates cross-functional partners
• Self-motivated and proactive: manages priorities and takes initiative
• Experience creating user-facing documentation (Help Center, FAQs) and internal SOPs
• Experience with multi-channel support operations and scaling workflows
• Comfortable in a fast-paced, high-volume startup environment

Responsibilities

• Handle a high volume of user inquiries across channels (email, chat, Slack, community) with speed, accuracy, and empathy for both consumer and business users.
• Deliver excellent customer support—clear, thoughtful, and human—even under pressure and at scale
• Triage and prioritize effectively to keep response and resolution times on target
• Use customer feedback and support interactions as a primary source for uncovering product issues, UX confusion, and feature gaps—especially as new products and features launch
• Investigate and troubleshoot product issues: reproduce problems, isolate root causes, provide users with solutions or workarounds, and document findings for Engineering
• Guide users through technical troubleshooting: AI search, LLM behavior, account configuration
• File well-documented bugs in Linear with enough context for Engineering to act immediately
• Leverage AI tooling and automation (Intercom, scripts) to streamline operations, reduce repetitive work, and scale support quality
• Write and maintain Help Center articles, internal SOPs, escalation playbooks, and troubleshooting guides
• Communicate cross-functionally—surface user insights to Product and Engineering, elevate issues, close the loop, and keep teammates informed
• Track support KPIs and propose data-driven process improvements

Skills

Multi-channel support

High ticket handling

Clear communication

Technical troubleshooting

Automation tooling

Owner mindset

Documentation writing

Analytical thinking

Issue repro & root cause

Fast-paced startup experience

Tools

Intercom

Linear

Notion

Stripe

Looker / SQL

Snowflake

Google Apps Script / Python

Job description

Perplexity is seeking a Consumer Support Specialist to handle high volumes across email, chat, Slack, and community, balancing empathy with technical depth. You’ll surface product issues from user feedback, build scalable workflows, and own improvements from discovery to resolution.

Join a fast-moving startup and help shape how AI-powered search serves both consumers and teams. You’ll define workflows, stand up automation, and work with Product and Engineering to close gaps.