Multi-Channel AI Support Specialist

Socket.dev; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Perplexity AI is seeking a User Operations Generalist to blend strong customer support with technical depth across email, chat, Slack, and community channels. You’ll handle high volumes, surface product insights, and help launches land smoothly.

You’ll own automation and workflows, fix gaps in processes, and collaborate with Product, Engineering, Billing, and Growth to improve the user experience at scale. Ideal candidates are independent, proactive, customer‑focused, and comfortable navigating

Qualifications

• 3+ years in customer support, user operations, or technical support in SaaS or tech.
• Manage high ticket volumes with empathy and quality.
• Excellent professional communication for diverse audiences.
• Technical troubleshooting skills and quick learning of new tools.
• Experience with AI tools and automation to streamline ops.
• Familiarity with AI, LLMs, or search tech.
• Strong written updates and cross-functional collaboration.
• Self-motivated, proactive, and ownership‑driven.
• Experience creating user-facing documentation and SOPs.

Responsibilities

• Handle a high volume of user inquiries across channels with speed and empathy.
• Deliver clear, thoughtful customer support at scale.
• Triage and prioritize to maintain response and resolution times.
• Use feedback to surface product issues and gaps at launches.
• Investigate product issues, reproduce, and document findings for Engineering.
• Guide users through technical troubleshooting of AI search and accounts.
• File well-documented bugs in Linear with context for engineering.
• Leverage automation to streamline operations and scale quality.
• Write and maintain Help Center articles and internal SOPs.
• Communicate cross-functionally; surface insights to Product and Engineering.
• Track KPIs and propose data-driven process improvements.

Skills

Customer support

Multi-channel support

Automation & AI tooling

Technical troubleshooting

Cross-functional communication

Tools

Intercom

Linear

Notion

Stripe

SQL

Job description

Perplexity AI is seeking a User Operations Generalist to blend strong customer support with technical depth across email, chat, Slack, and community channels. You’ll handle high volumes, surface product insights, and help launches land smoothly.

You’ll own automation and workflows, fix gaps in processes, and collaborate with Product, Engineering, Billing, and Growth to improve the user experience at scale. Ideal candidates are independent, proactive, customer‑focused, and comfortable navigating